Departments and agents

4 Kommentare

  • Jessie Schutz
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    Welcome to the Community, Gabriele!

    I'm going to need to do a little bit of research on this to confirm whether this is correct functionality. I'll let you know what I find out!

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  • Dennis Lynn
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    Hey Gabriele,

    I'd be happy to step in and lend a hand here! Unfortunately, you are correct - department management is handled separately from agent management in this case. Once an agent is enabled, you would have to go in to each department in which you want them assigned, and add them there. This means that, based on your use-case, you would need to add the agents at the start of each shift (while also disabling your current agents) then add them to your departments after the fact. Without speaking on behalf of our developers, I would imagine that it was not intended to have users activated and deactivated so frequently - the idea here is that agents themselves are relatively static, so this doesn't come up too frequently. 

    I wish I had a better answer for you here :/ This may be a great use-case to post in our Zendesk Chat product feedback forums, which would engage our product developers in this discussion!  

     

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  • Gabriele Sada
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    Hi Jessie and Dennis,

    thanks for your reply.

    I'm sure that until 4/5 weeks ago, every agents were "enabled" to every departments, so that I haven't to enable them at every shift. I believe something has changed, maybe with the skills and routing development.

     

     

     

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  • Jessie Schutz
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    Hi Gabriele! I see you're getting assistance with this in a ticket. Let us know if you need anything else!

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