On Tue, May 10, 2011 at 10:34 AM, Hugh Kelley <hugh.kelley@gmail.com> wrote:

Thanks for the suggestion. We used those notifications originally but they weren't quite the right fit:
- customers don't get much reassurance from a system-generated message
- it doesn't give the agent a chance to explain why the issue has to be transferred/escalated

I want to force the agent to write something that explains the situation to the customer.

Hugh

On Tue, May 10, 2011 at 10:24 AM, Grzegorz Szostak <szostak.grzegorz@gmail.com> wrote:

Check notification(event) option from administration menu.

-- Sent from my Palm Pre

On 10 May 2011 14:13, Hugh Kelley <hugh.kelley@gmail.com> wrote:

I am trying to encourage our "front-line" agents to let customers know whenever a ticket has to been transferred to another agent.

At present, the change of ownership is accomplished via a note, which is not emailed, so the customer does not see it.

Is there any way to make the "owner" field available in the AgentTicketCompose window?

Are there other ways that people have accomplished this?

Hugh

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