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SYNETIQ Limited

Joined Jan 05, 2022

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Last activity Dec 28, 2023

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Latest activity by SYNETIQ Limited

SYNETIQ Limited commented,

CommentWorkflow best practices and recipes

How do we get this to work with Chat?

 

View comment · Posted Jan 05, 2022 · SYNETIQ Limited

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SYNETIQ Limited created a post,

Post Q&A - Users, groups, and organizations

Hi,

When an agent is in a group they have access to those tickets, but they cannot assign to another group if the ticket comes in from the wrong channel.

For example Agent A is in Channel A and is only authorised to see tickets in Channel A which is their department.

A ticket comes into Channel A but is actually meant for Channel B, the agent cannot move this ticket into Channel B as they are not a member of Channel B.

The only way we can find to allow this movement of ticket is to all access for Agent A to all tickets, but there is a security, privacy and GDPR concern here as Agent A is not authorised to see all tickets from all channels.

Has anyone found a way to allow Agents to relocate a ticket into another group they are not a member of?

Posted Jan 05, 2022 · SYNETIQ Limited

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