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Omnichannel Routing - Route based on "updated timestamp" and not "creation timestamp"
Posted Nov 26, 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 to be able to route tickets based on "updated timestamp" and not "creation timestamp". Currently we “solve” ALL tickets at the end of shift and when the customer writes back in, their ticket takes priority over all the tickets that have been waiting to get answered. We would like routing to use the updated timestamp instead of the created timestamp.
What problem do you see this solving? (1-2 sentences)
For us, customers are waiting far longer than they should and it affects first reply time, csat, etc.
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 customers are left waiting much longer than expected.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
I have not found a workaround or an app to help. I reached out to support to see, and they did not have any suggestions to get around this limitation.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would like to see an option to change the order in which tickets are routed. Giving the flexibility of the admin to make the choice of how tickets are routed to their agents.
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5 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 John
You could
1) Turn on reassign when reopened
2) have a trigger that sets the priority of any ticket that reopenes (goes from Solved→Open) to be urgent, so they would take priority over new tickets be assigned to the same group?
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John Polanek
Hi Barry,
Thanks for providing that workaround. Unfortunately that will not work.
We are not wanting reopens to take priority. Currently they are taking priority over New tickets that have been waiting. I have been told that any ticket that enters the queue, will have the ""creation timestamp" used when routing. this means that those reopens have an earlier “creation timestamp”, so they are routed first. I would want the “new” tickets in the queue that have been sitting to be routed before a customer that just responds backl to us in our main inbox.
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Barry Neary
Hi John Polanek
Do you use routing queues? If you do you couild create two queues - one for new tickets and the other for reassigned ones. Then you can have the new ticket queue take priority over the reassigned one by setting the queue priorities?
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John Polanek
Hi Barry,
We currently do not use routing queues, but if you think this could be a viable workaround, we would be willing to give it a shot. Thanks for the feedback.
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