Default Support Agent per Support Department

[mayeenulislam]

User wptech68 submitted a feature request:

Actual behavior

User can submit a ticket, assign a ticket to the Support Department, but cannot assign a Support Agent.

Steps to reproduce

1. Get to /submit-ticket
2. Create a new ticket with Registration and assign a Ticket Department
3. Submit it

Expected behavior

Need to assign a default Support Agent per Support Department.
So that, when a Support Department is mentioned, that specific agent will be assigned by default.

System Status

NanoSupport: v0.3.0

[wptech68]

definitely needed to avoid admin to set which agent will take care of the ticket.
also, I think would be great that an email is sent to agent when he is assigned to a ticket, currently the notification is sent when someone replies but not when the agent is assigned.
I think this is necessary so the agent is advised that the ticket is under his resposibility as soon as assigned

[mayeenulislam]

What will happen when multiple support agents are assigned to a single Support Department? A single ticket cannot be assigned to multiple agents at a time.

[wptech68]

What will happen when multiple support agents are assigned to a single Support Department? A single ticket cannot be assigned to multiple agents at a time.

one main support agent per department assigned by default on ticket submission
then it would be great if the agent can re-assign this ticket to another agent

[mayeenulislam]

User xizor suggested in wp.org:

• Default support agent per department
• Default status like 'open' instead of 'pending'