Omnichannel Routing (OCR) available for Web widget tickets
Feature Request Summary:
Omnichannel Routing should be available for tickets created via the Web widget.
We set up OCR which works perfectly with requests sent via the form on the Help Center ("Submit a Request"), but if the user choses to use the same form, but via the widget, the ticket is not auto routed.
Business impact of limitation or missing feature:
This is problematic because our goal was to delete the "new ticket" view from our agents, so that all incoming tickets are auto assigned and avoid cherry-tree picking.
If not all tickets are OCrouted, the manager still needs to manually assign them.
Other necessary information or resources:
Also, I think this article should/could be updated, to precise that it does not work with live chat + Web widget, even if the widget is using a form and not a chat.
If you create a view and include the Channel as a column in the view, such as shown below, could you then tell me what is the entry in the Channel column for those tickets created from you web widget?
I see only abandoned calls (I did not set this trigger yet) and Web Widget.
FYI, I already checked this with one of your support agent, as I did not understand why some tickets were not assigned via OCR ;)
Hi Alice, we plan to support the web widget type of ticket in Jan 2023
Support for the web widget support tickey type has now been released. Can you confirm that this now works for you?
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