Multiple Agents to a User

sschillinger

A bit of grandstanding here since there is a highly rated request that looks to have been ignored for 2 years after it was being reviewed. This seems like a feature that has been sorely missing for a long time, but abandoned by the dev team ?

Assign a contact to multiple agents and/or assign multiple contacts to an agent

Frequently we will have a user with multiple machines (many users
have a desktop and a laptop) or vice versa where there is a shared computer or device (terminal server or a shared computer).

We should be able to attach multiple machines to a single user and multiple users to a single machine. This is a base feature in all of the big player software packages and would be a huge deal breaker for a lot of MSPs (and IT department's alike).

nina

You can assign multiple contacts to an agent today.

I'm checking with our Product Team about multiple devices to a contact.

rmiller

Definitely a useful feature. I have users in my environment that have a desktop in the office and a laptop for remote/travel. I usually look up what devices a user has logged into by their username and it will return all agents, however being able to assign multiple directly to a user would help speed up support times, as well as asset tracking.

sschillinger

nina

Aug 30, 2023

You can assign multiple contacts to an agent today.

I'm checking with our Product Team about multiple devices to a contact.

To me the more important option is multiple devices to a single user. Looking forward to seeing if the team can get this added.

sandeep.h

Yup asked for this long time ago. specially when AI was introduced saying it can run scripts on user machine based on user request in the Ticket but that is where we flagged that a lot of our customer has 2 devices.

Also, I think it will be good if some AI is used to assign device to user. If a user is using a device to 1 week then automatically assign the device to that user or atleast tentatively assign to the user. And we just need to confirm it.

Machines do get rotated. I think manual process is waste of time.

nina

sandeep.h

Sep 4, 2023

Yup asked for this long time ago. specially when AI was introduced saying it can run scripts on user machine based on user request in the Ticket but that is where we flagged that a lot of our customer has 2 devices.

Also, I think it will be good if some AI is used to assign device to user. If a user is using a device to 1 week then automatically assign the device to that user or atleast tentatively assign to the user. And we just need to confirm it.

Machines do get rotated. I think manual process is waste of time.

It's a good idea. I've forwarded it to our Product Team. Did you at it to the features board too?

nina

Hi @sandeep.h - If you have not already added it to our features board, please do so! It's not planned for the near future, that said, if we have more users interested, we can look into it sooner! 😉

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sandeep.h

Hi Nina,

There is already a feature request to have multiple agents for a contact. Created a new feature request for Auto-assign device to a contact.

Auto-assign Agent to a contact

regards,

Sandeep

nina

sandeep.h

Sep 5, 2023

Hi Nina,

There is already a feature request to have multiple agents for a contact. Created a new feature request for Auto-assign device to a contact.

https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/47210882-assign-agent

regards,

Sandeep