Support

Hello Gustavo,

No, there is no such feature. The concept of a dedicated person per client is something belonging to a CRM, not a support ticket system. Support ticket systems are always based on the idea of two "pools": one pool of support tickets, one pool of support staff. The concept behind a ticket system is that support is elastic and purely effort driven, i.e. any member of the support staff can answer any ticket.

The kind of many-to-one assignment between clients and support staff, meaning that each client is assigned to exactly one member of the support staff, is the opposite concept from a ticket system. It's CRM (Customer Relationship Management) territory. Indeed, the underlying concept is that each client has their "own" representative to talk to, hence the "relationship" in the CRM acronym.

I want to make it very clear that ATS is a ticket system, not a CRM, and this kind of CRM features will be implemented neither as core features, nor as customisations. The extent of changes required under the hood is so massive that we pretty much end up talking about a different product :(