We'd like to use this as a way to auto-assign older tickets to agents, as we've noticed a few staff prefer to leave more complicated older ones in favour of newer, simpler ones.
To use it in its current form, I've used the onmichannel trigger to move all older tickets into one 'support' group to assign them, but they have previously been 'grouped' in the most appropriate group for them. As I'm having to move them, it's disrupting our reporting for each individual group.
My preference would be to not have to assign a group as part of the onmichannel routing, but rather to simply assign a tag to the tickets that need auto-assigning. For example, an automation which applies a time since created tag, which then triggers the ominchannel routing tag being added.
Is this likely to be changed, or could you suggest a better way of achieving this?
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