Can End-Users Select Which Agent Tickets Are Assigned To?

Yes, they can but by default, your web portal only allows you to select which department the ticket can be assigned to. There are actually several settings you can change to allow more freedom for your users when submitting tickets.

Here are some of them

Status of the ticket (off by default)

  • Open
  • Solved
  • Closed

Priority of ticket (off by default)

  • Low
  • Normal
  • High
  • Urgent

Department of the ticket (on by default)

  • Your current departments

The agent of the ticket (off by accident)

  • Any agents in your organization based on department

It is recommended that you leave the settings as such, but you may turn off and on whatever you like