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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

[Feature request] Default new ticket categories for agent users

It would be great if agents could set their own default department for new tickets, or if this could be set higher up. It would also be good if an agent's new tickets could have their owner by default set to themselves. Other defaults may also be adventurous for people in certain situations. Of course, an option should remain for their to be no default setting for each field.


  • But agents can already pick a department when they open a new ticket?
  • Yes, but if an agent only has access to jobs from one department, and they accidentally set the wrong department for a ticket, then they can't get that ticket back by themselves.

  • Agents open tickets for users.... they do not own or have anything to do with it if they assign it to another department.  They can get the ticket back just fine if they assign it to themselves.
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