Routing tip when groups are restricted


  • Kristen Mirenda

    Hi @brian -- thanks so much for this tip! I hope you got your swag.

    I'm just popping into various relevant topics to say that we're starting a research project focused on ticket assignment workflows. Routing is obviously big part of that.

    So if anyone reading this is interested in participating during the April/May 2017 timeframe, I've got a sign-up link where you can provide contact details. 


  • Brian Minick

    Appreciate it Kristen, however I did not get my SWAG :(

  • Kristen Mirenda

    D'oh! I'll see what I can do! 

  • Heather Rommel
    Community Moderator

    We have been thinking through restricting agents to groups but not being able to assign outside your groups is one of the set backs.  This tip is very helpful! I could see it would also be a bit tedious to administer (with updates/changes to groups) and train, but as a workaround it is viable. Thank you!


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