How can I route tickets to groups based on the support address they are received at?

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5 Comments

  • Tobias Hermanns
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    And for Chat "Missed Chats"

     

    1.) Chat will automatic put in Browser Date, but it´s Private Comment, not Ticket field value.

    Create a Trigger:

    a) Ticket is Created

    b) Ticket Channel is "Chat"

    c) Ticket Comment contains "i.e. Germany"

    Now you can route miss chat to right group for such stuff, instead of only put every miss-chat into one generic queue.

    You mainly copy the "identified skill" and can get best agent to answer missed chat.

    Cheers,

     

    Tobias

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  • Nicole - Community Manager
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    Thanks for sharing that additional solution, Tobias!

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  • Katarina Ondrejovicova
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    Is it still possible to have 2 groups that have the same members?

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  • Jessie Schutz
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    Hi Katarina!

    Yes, Agents can be added to multiple groups, so it is definitely possible to have two different groups that both contain the same Agents.

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  • Katarina Ondrejovicova
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    Awesome, thanks!

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