1. What is the “Single Ticket to Multiple Assignees” feature?

This feature allows you to create one ticket and assign it to multiple team members at the same time. Each team member will get their own ticket number, making it easy to track individual responsibilities and progress. It’s a great way to ensure that different aspects of the same issue are handled efficiently by different people.

 

2. How do I enable the “Single Ticket to Multiple Assignees” feature, and what permissions are needed?

To enable the “Single Ticket to Multiple Assignees” feature, you need to grant users the “Manage Team” permission. This allows them to manage team settings and add members. Essentially, anyone with the rights to manage the master settings can enable this feature and assign tickets to multiple team members.

 

3. How can I use the “Team for Single Ticket to Multiple Assignees” feature?

Here’s how you can set it up:

Enable Team Assignment:

Go to your settings and turn on “Team Assignment.”

Create a Team:

Navigate to Master > Display Master > HR > Create Team.

Here, you can create and name your teams, like “Technical Team” or “HR Team.”

Each team can have up to 5 members.

Assign Teams to Tickets:

When you create a service ticket, lead, or purchase lead, you’ll see options for “Radio Assignment” and “Team Selection.”

Choose the team you want to assign from the list.

Ticket Handling:

Once the ticket is created, the main ticket will be the parent ticket, and the rest will be sub-tasks.

Each sub-task will be assigned to the team members as specified, helping manage different aspects of the same issue efficiently.

By following these steps, you’ll ensure that tickets are handled by the right team members and that everyone knows their role in resolving the issue.

 

4. How can I find out how many team members are in each group?

To see how many members are in each team, follow these steps:

Go to the Team List:

From the left menu, navigate to Master > Display Master > HR > Team.

Find the Team:

On the Team Listing Page, search for the team name you’re interested in.

View Team Members:

Right-click on the team name and select “Edit.” You’ll then see a list of all the team members for that group.

This will show you exactly how many members are in each team and who they are.