Custom field with Groups/Agents or Multiple assignees at one time

1 Comments

  • Pedro Rodrigues
    Community Moderator

    Hi Ahmed Esmat, I believe this is currently only possible if you manually create and maintain a custom drop-down, for example. Of course, this can be time consuming, even exhausting.

    An alternative to avoid having to reassign the ticket while being able to escalate it to the same groups would be using Side Conversation child tickets.

    This would allow you to keep the original ticket unchanged by creating a second, internal ticket which you'd use to escalate to another group and/or agent in your account. Additionally, both tickets become linked.

    Hope this helps!

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