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Agent workspace transfer group



Posted Sep 21, 2022

Hi!

Just upgraded to Agent Workspace and got some things that i dont like, that i would love to see got changed.

When i transfer the ticket to another group i have to search for the group, press the group and then again press assign to the group. This means two clicks instead of just one.

 

Which takes alot of time from the agents.


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1 comment

Agree that the double click that is now required is a nuisance and creates errors when working through volumes of ticket on a daily basis. The goal is to get through as many tickets as possible in the shortest amount of time. Extra clicks leaves the opportunity open for errors and additional time spent checking for accuracy due to poor system designs is slowing down the process. Several times we have found a ticket not reassigned after submitting it because the now additional second step to choose a group was missed. Hard to see how this update is an improvement. 

 

 

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