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Olha Vorobei

Joined May 27, 2024

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Last activity May 27, 2024

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Olha Vorobei commented,

CommentRouting

And another question to the one above:
sometimes the same ticket might be open for 2 agents (agents' collision happens) but the thing is that one of the agents sees it only when they want to send a reply (Zendesk doesn't allow to send the reply because the other agent has just done it).
What. might the issue be here? Thanks!

View comment · Posted May 27, 2024 · Olha Vorobei

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Olha Vorobei commented,

CommentRouting

Hello! I don't know if it is the right thread to address the question, and if not - it'd be great if you could advise on the correct one.
After implementing the Guide mode into the agents' work, the agents started experiencing numerous “bugs” such as: 
1. Even though the View (from where the tickets are added to the Play mode) is set correctly in the way that only New and Open tickets should appear, the agents sometimes receive Pending and Solved tickets. Can you, please, advise what could be the issue of this? 
2. Are the tickets distributed evenly between the agents on the shifts?
Thanks!

View comment · Posted May 27, 2024 · Olha Vorobei

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