Side conversation for only specific groups
Let agents open side conversation, but selecting only specific groups or agents to send the child ticket.
We want to avoid Agents using the side conversation for the wrong groups.
Thanks for sharing that feedback, Gerard.
If other users have a similar need, please up vote Gerard's post and add more details in the comments below. Our product teams will monitor this thread.
Hey, Gerard –
Curious to know more about what's driving this request. When you say the "wrong groups" is that a global designation (no one should ever create child tickets in these groups) or is it specific to the agent doing the task (Agent A should only create child tickets in Groups 1, 2, and 3, but Agent B can create child tickets in groups 1, 2, 5, and 8)?
We are thinking to add the side conversation but the agents when they need to select who the side conversation will be assigned to.
All agents can create side conversation, but assigned it only to specific groups that will receive the side conversation.
Now when they need to select a group for assigning the side conversation, all the groups appear.
Hi, Gerard –
Thank you so much for following up. I'm afraid I'm still just a little unclear on one detail: When the agent goes to select a group, should the same list of groups appear for all agents, or would different agents see different lists of groups?
I believe this is not needed at the moment, but just to more specific for now example 1st level agents should see appear in the list only the 2nd level group, or other groups from other departements. It would be ideal to be able to select which group they can see in the list.
Iniciar sesión para dejar un comentario.