Is there a way to, within a ticket an agent is working, assign a new or loaner device and have that record as an action on that ticket?
Scenario, a teacher walks in with a broken screen. The agent creates the ticket for them, takes the ticket, confirms the issue, and proceeds to assign them a loaner device.
I was hoping they could, within the ticket itself, assign that loaner. Then the ticket could show that in the timeline. Maybe it would even add a resolution action somehow.
If this isn’t the workflow then what should the agent be doing in this scenario?
Best answer by EStapf_iiQView original