JOSEFA

Are there any updates on this at all? At the moment we are in a quick expansion of our ZD users and we do not want every agent who uses ZD to be able to listen to calls. It would be ideal if only Team Leads and Amin have access to this feature in ZD. 

Thank you for the update Neil. Sounds like a lot of useful changes are coming up which will be great. I will try making some additional changes and create some new groups for the time being. 

Cheers, 

Neil Weldon I would agree with Katie here. The information you're referring to in relation to the routing we already have set up. What I would like is for my supervisors to be able to stay online for calls and only receive them for the specific group being "internal support". Simultaneously I want them to be able to be in other other groups without getting calls routed from these groups. 

Specifically it would look like this;

Call and ticket routing for

- Internal support

Ticket only routing for

- Sales

- Contact Centre

Post Title: 

Single group routing 

Feature Request Summary: 

Allowing agents to be part of multiple groups for ticket purposes but only one group for voice purposes.

Description/Use Cases: 

If an agent is part of "sales", "internal support" and "contact centre" can I keep them in all of these groups but only have calls from "internal support" routed to them? 

Business impact of limitation or missing feature:

This is a part of the supervisors role and they need to be available for tickets in all groups to handle them and for the tickets to then be assigned back to them. However we do not want them to recieve calls throughb any group apart from internal support. 

Other necessary information or resources:

Hi, This is great. I do have a question thoguh. I have 2 agents who are in quite varied roles and they will frequently move in and out of groups. Is there a way we can keep them in all groups but only allow phone calls to come through to them from one of the groups they are part off? Eg if an agent is part of "sales", "internal support" and "contact centre" can I keep them in all of these groups but only have calls from "internal support" routed to them? 

Cheers, Josef

• Thanks @Samuel, I will check it. I think I may have found the answer to it through here https://support.zendesk.com/hc/en-us/articles/4408821080090-Why-were-tickets-randomly-reassigned- . Since this agent has been moved in and out of groups in a varied role. I will need to find a solution for how I can accomodate this better.