I'm running into an issue with agents self-assigning a ticket to themselves, forgetting to comment, and leaving the ticket Open. This creates a dent in our SLA.
Is there a way to prevent an agent from assigning a ticket to themselves without first doing a public reply? Or can I create a trigger that notify's my Slack that an agent has done this soI can proactively address the issue in real-time? Thank you!
Iniciar sesión para dejar un comentario.