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Allow Tickets to Re-enter Omnichannel Custom Queues
Posted Apr 25, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I would like tickets to be able to re-enter custom queues after having been assigned to an agent. This would allow live calls and chats to be queued in a custom queue if transferred to another group after being answered. It would also help with other ticket types.
What problem do you see this solving? (1-2 sentences)
If tickets are transferred to a group or unassigned from an agent after being assigned to an agent the ticket does not enter any custom queues. This prevents the use of backup groups for those tickets. Basically, any reason you might want to use custom queues for new tickets should apply to reassigned tickets. This behavior is listed here.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem happens on a daily basis. This is critical for our business as our agents often need to transfer tickets to other groups, and we would like the tickets to be able to be queued to backup groups when needed. Especially for live tickets like calls, chats, and social media channels.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Watching queues, which requires manual time and cost, and means some might get missed.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Tickets would enter custom queues if they meet the criteria. Regardless of having been assigned in the past.
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9 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Barry Neary
Hi Shaun Murray
There is a way of having all reassigned tickets go back through the queue logic by applying a change to your account.I will DM you to discuss
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Ahmed Dahy
Hi Barry Neary
We are having the same issue, we need to have the ticket when transferred between groups to have the same logic of routing, could you please share how we can get this done?
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Barry Neary
Hi Ahmed, I will DM you
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Josh King
Hi there Barry Neary, I've been encountering a similar issue with the above and tickets not re entering the custom queues. Would you be able to provide some assistance on this please?
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Dayner Carry
Hi Barry Neary I think we're also experiencing this: a ticket was assigned via the customer Queues, the agent then unassigned it back to the Group. The ticket then appears to be stuck there, never being assigned again. What change must be made for a ticket to re-enter a Queue? Thanks!
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Manjit Toor
Hi Barry Neary we are also experiencing the same issue. I reached out to the support team to get this set up, however, this still was not completed. Would you be able to provide some assistance with this?
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Barry Neary
Hi Manjit Toor
In the routing configuration there is now a checkbox which allows you to have all reassigned tickets go back through the queue logic
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Manjit Toor
Thanks for your help Barry Neary ! The routing was not working as expected even with updated configuration on our end, which made it appear as if it wasn't set on the backend. There might have been some tech issue which made the configuration not work as expected. Looks like the Support team was able to resolve this as of this morning.
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