I have been looking at this functionality for a while but the only workaround I have found on your site is not relevant I'm afraid. Creating 3 new triggers for agent in order to address this problem is not a viable solution for companies with many agents.
Is there any other workaround ?
I was trying to understand the background of it, why those follow up tickets are falling into the crack currently and is there something I can do to prevent this happening ?
I have seen many other Zendesk customers have also raised this point so looking for hearing some news about it to have a suitable solution.
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