We handle multiple brands and we want the missed Chat tickets to be routed to the same department it was assigned to. Is it possible to have missed Chat tickets get routed to the department who missed the chat?
Yes, if you have a matching group for your department, you can assign a missed chat ticket to the matching group with a Chat trigger and a Support trigger. To understand the difference between groups and departments, see the article: What is the difference between groups and departments?
To assign missed chat tickets to a group
- Create a Chat trigger or an API that adds a tag for each department when a visitor requests a chat. For more information on how to add tags to chat requests, see the article: Recipe: add a tag to chats based on the department it was assigned to.
- Once the chat ends, Support appends the Chat tags to the ticket. Create a Support trigger with the tag from chat that assigns the ticket to a group equivalent to your department. For more information on how to route a chat ticket to a group, see the article: Recipe: route chat tickets to a group based on tags.