We have many CSM's who will internally place a note on a ticket between a CX Agent and a client - and if the ticket is on Pending or On Hold this note can be missed due to it not setting the ticket to open.
Is there any work around here?
Our agents receive so many emails & notifications from ZD that it's easily missed if an important note is placed by a CSM who is a light agent on a ticket.
Any advice would be amazing!
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