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Just installed version 1.9.14 and have the basics setup, including email fetching working. I'm trying to configure this the best I can so when my other technicians demo this it's not a huge shock compared to what they're used. So I have some initial questions I'm hoping I could get some help with in no particular order:
1) Is there a way for an agent to view tickets by department, rather than the default which seems to be every ticket they have access to see regardless of department? The reason is in our current system the techs login and see all tickets but then can quickly click on their specific queue/department to see tickets specifically that is there primary responsibility. So for example a tech named John would have a department named John, and an admin would move tickets to that department they wanted John to handle. What's the easiest way for John to switch views to see just the tickets in the John department is he wants to?
2) When transferring a ticket from one department to another, is there a way to remove the requirement that a comment has to be added?
3) How do you actually assign someone to a ticket and why would you do that? All my ticket show as unassigned and I don't see how to assign someone to it. Is there a way to auto assign a tech to a ticket based on what department it gets moved to?
Thanks so much for any help provided!