Have Skill Changes on Tickets Apply to Talk Calls After Initial Ticket Creation

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Shaun Murray

Posted Jul 10, 2024

Hello all!

 

Currently Talk calls are not affected by skill changes on the ticket after the initial ticket creation. It would be extremely nice to have that fixed. 

 

Our use case - We have separate teams for Tech Support and Billing Support. We would like to have a skill for Tech Support tickets that can be removed if the customer ends up having billing questions, so the call can be changed to the Billing Support group and routed to those agents who do not have the Tech Support skill.

 

Thanks for reading,

Shaun

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