What is the problem?
Skill match field is not part of Group by neither Order by fields drop-down list when adding/editing views.
Why is it a problem?
The triggers I created seam to be incompatible with the skills match filter, so I would like to group or order their tickets by Skill match field then agents could prioritise the ones that match.
How do you solve the problem today?
Asking our agents paying attention on Skill match field in order to prioritise next ticket to worked on.
How would you ideally solve the problem?
Allowing Skill match field to be chosen both on Group by and Order by fields drop-down list, not at the same time, when adding/editing views.
How big is the problem?
- Business impact: it reduces agents productivity.
- Frequency of impact: 100% of our tickets raised as part of the Help Center content management workflow.
- Who is impacted: agents who work that kind of tickets.
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