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freescout-helpdesk / freescout

FreeScout — Free self-hosted help desk & shared mailbox (Zendesk / Help Scout alternative)
https://freescout.net
GNU Affero General Public License v3.0
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Help #3980

Closed alexsokolik closed 2 weeks ago

alexsokolik commented 1 month ago

How to make sure that when the application is addressed to the agent and the agent closes it when new applications from the same client are opened, the application is assigned?

freescout-helpdesk commented 1 month ago

Maybe you are talking about https://github.com/freescout-helpdesk/freescout/issues/3974

Sokolset commented 3 weeks ago

Hi, I have 2 problems, 1 I received a ticket and I assign it to the agent, he answered the ticket, clicked the send button and the ticket went to the folder, unassigned, I want the ticket to remain with the agent until the closure of all the correspondence. 2 The problem is due to the fact that when the application was assigned to the agent, he worked it out and closed the repeated appeal of the same client after closing, he sends a ticket to the agent and I would like that in the public folder not assigned received zero reset the agent from this application!

freescout-helpdesk commented 3 weeks ago

It's quite hard to understand what you are saying. Maybe you need this:

2024-04-26_07-39-02

Sokolset commented 3 weeks ago

Here I described the whole problem https://disk.yandex.ru/i/7b6aG9BWYCq2zg

freescout-helpdesk commented 3 weeks ago
  1. Use "Default Assignee" option in Mailbox settings.
  2. Try to use Workflows Module.
Sokolset commented 3 weeks ago

Tell me, can you do it in the all folder so that only open applications can be seen ? If not, how can you make such a folder so that it shows applications of all folders but only open ones? ![Uploading 2024-04-26_21-01-50.png…]()

freescout-helpdesk commented 2 weeks ago

Unfortunately not.