To solve button

“To solve” button is a feature that we recommend using in case you do not want your agents either to cherry-pick the tickets they want to answer or if you just want to make sure that the tickets with lower priority won’t be replied sooner than the high-priority tickets.

You can enable this function by clicking on the envelope icon at the right top of your panel and you can also select the departments from which you wish to solve the tickets.

Once it is enabled, you will be able to see at the right top of the screen the number of how many tickets there are open and are waiting to be answered. In the picture below, we can see that there is 1 ticket that needs to be solved. 
If you click on it, the ticket with the highest priority will open up and your agent can start working on it. If he closes the ticket and clicks on the “To solve” button again, the same ticket will open up, therefore they won’t be able to skip the tickets they do not like. In case they do not know how to solve them, they can just easily transfer the ticket to the 2nd level department where only a few people have access to for example. Or they can just assign the ticket to a specific agent and only then they would be able to open a new ticket. 

How the tickets are distributed

You can configure the way how the tickets are distributed in Configuration>System>General>To solve algorithm. 

If you choose the Time priority, the tickets will be distributed randomly to any agent, based on when the ticket was received. The oldest unanswered ticket will open up first. If you have some SLA rules set up, these will be taken into account as well.

It is good to choose the other option, Prioritize last agent, if you prefer the tickets to be answered by the same agent when a new message comes in. This setting won't change the order when the ticket should open up, just to whom it should open up. 

If, for example, there are 2 tickets and one of them is a new one, so no agent sent any answer yet and then you have another ticket that is open, where agent A already replied before, then the later ticket will be directed to the Agent A that already answered the ticket before.

Assigned tickets

By default, the “To solve” button does not include the tickets that are assigned to you so you need to answer these directly in the ticket inbox. This can be changed in Configuration>System>General>Route "assigned to me" tickets. 

“To solve” function can be set up in two ways:
1.    Enable using the "To solve” button for your agents but still give them the permission to open and reply tickets opened in the ticket inbox.
2.    Disable replying to the tickets opened in the ticket inbox and only let them answer tickets using the To Solve button.

How to setup that agents can answer tickets opened from the “To solve” button only.

To do this, navigate to Configuration>Agents>edit specific agent>Departments>check Can answer tickets opened from the 'To solve' button only. 

There is no default setting that would force this “To solve” to all agents. 

If you want to leave out tickets from a certain department from the “To solve” button,  you can navigate to Configuration>Departments> uncheck To solve enabled. Once this is done, it will be possible to answer the tickets from that department only from the ticket inbox directly.

Please note that this option might be also automatically disabled in case there are more than 30 000 opened or new tickets in the department. 

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