EDD Support Tickets

Change The Assignee (support staff member) On a Ticket

The assignee for an existing ticket can be changed by Support Supervisors and EDD Shop Managers.

If you enable “Allow Agents To See All” in the plugin settings, then regular support agents can also change the assignee for tickets. In this case, they will be able to assign tickets to other agents. All changes/edits will be logged on the ticket so you’ll be able to see who made any changes.

To change the assignee, go to the Tickets admin screen. Click on a ticket. In the Stakeholders meta box, select a new “Support Staff” member to assign this ticket to. Click “Update Ticket” to save your changes.

The new assignee (support staff member) will get an email notification letting them know that they have been assigned to this ticket (unless you disabled “New Assignment” email notifications in the plugin settings).

Updated on December 6, 2017

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