@enunez Thank you for submitting your question to our community!

With the rollout of new permissions, you are able to filter by role prior to selecting your user to assign the ticket to. 

Here is an idea about changing the default list for assigning tickets. 

https://community.incidentiq.com/ideas/change%2Ddefault%2Duser%2Dlist%2Dfor%2Dassigning%2Dtickets%2D4345

Hi Kathryn, having to filter by agent is an added step for our team when assigning a ticket. If we know that tickets won’t be assigned to large groups such as “students”, is there no way we can exclude them as an assignment option?

@bcouch It is a great point and is not a current function of the new permissions. At this time, all feedback is being recorded on that idea thread. 

I have used SchoolDude, Zendesk, TeamDynamics, and many other ticket systems and I must say this missing function is the most annoying one I’ve ever experienced. When would I ever want to assign a ticket to a parent? not an agent? huh?? 

@DTermunde 9537083 arbor145 Thank you for your feedback. 

I guess I need to understand what the development team is thinking? I paid enough for this

@DTermunde 9537083 arbor145 Since we are moving away from role-based functionalities baked in, you should have a staff, faculty, or even a student-led tech team who could be assigned tickets to work. If you have any additional feedback, please add it to the idea thread, and I will pass this along to our Product team.

I had also submitted a ticket to IIQ when this feature changed.  We DO NOT like having the entire list of students and staff available to assign tickets.  There have already been errors and the student at the top of the alpha list has received several tickets in error.  At the very least, the DEFAULT should be Agents and IIQ Admins as assignees.

At a recent user event, I was told that all users were activated so that some schools could assign student technicians work tickets.  We do use student technicians but do not assign in this manner.   Much better would be for IIQ to create a Student Technician role or filter that we could use for designated/approved students.

PLEASE consider returning the assign ticket feature to Agents/IIQ Admins only or at the very least making it the default.

@HillaryMo Thank you for your feedback. Our team is aware this change has been troublesome for some of our districts. 

Great News - There has been an enhancement that defaults to Agent Role when assigning tickets.