Let agents pick new tickets only if assigned tickets have other status than open?

1 Comentarios

  • Ahmed Zaid
    User Group Leader Community Moderator

    Hi Jan,

    You may benefit from omnichannel routing where tickets can be routed automatically to your agents based on their capacity of open tickets.

    You can also revisit your SLAs setting a "next reply time" target. Ensure your views have an SLA countdown too.


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