Omnichannel Routing (OCR) available for Web widget tickets
Feature Request Summary:
Omnichannel Routing should be available for tickets created via the Web widget.
Description/Use Cases:
We set up OCR which works perfectly with requests sent via the form on the Help Center ("Submit a Request"), but if the user choses to use the same form, but via the widget, the ticket is not auto routed.
Business impact of limitation or missing feature:
This is problematic because our goal was to delete the "new ticket" view from our agents, so that all incoming tickets are auto assigned and avoid cherry-tree picking.
If not all tickets are OCrouted, the manager still needs to manually assign them.
Other necessary information or resources:
Also, I think this article should/could be updated, to precise that it does not work with live chat + Web widget, even if the widget is using a form and not a chat.
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Comentario oficial
Hi Alice,
If you create a view and include the Channel as a column in the view, such as shown below, could you then tell me what is the entry in the Channel column for those tickets created from you web widget?
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Hi Barry,
I see only abandoned calls (I did not set this trigger yet) and Web Widget.
FYI, I already checked this with one of your support agent, as I did not understand why some tickets were not assigned via OCR ;)Thanks!
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Hi Alice, we plan to support the web widget type of ticket in Jan 2023
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Support for the web widget support tickey type has now been released. Can you confirm that this now works for you?
Barry
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