Help w/Tickets but not phones


2 Comentarios

  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi Joshua Bentley,

    The solution to this use case might be omnichannel routing with unified agent statuses. It will allow for custom statuses for agents where they can be assigned tickets based on channels and capacities. Bear in mind that this is not a small change as it will affect the way your tickets are routed across all channels and it does have some limitations.

  • Joshua Bentley

    Thank you for the suggestion, Ahmed Zaid! I'll look into that more.


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