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Henry

Joined Nov 01, 2023

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Last activity Nov 01, 2023

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Henry commented,

CommentRouting

Hello team,

I have a question regarding the viewing time in Play mode. I have received several complaints from my agents regarding their tickets being taken over by another agent while they were researching the case. I was wondering if an agent opens a new tab in their browser while researching, would the system automatically mark them as inactive in the Zendesk tab within a certain time and allow the ticket to be given to another agent? Our goal is to handle tickets immediately, without assigning the ticket in the open status to the agent.

Thanks

View comment · Posted Nov 01, 2023 · Henry

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