Barry Neary
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Última actividad de Barry Neary-
Barry Neary hizo un comentario,
It is the latter - you can set it up so if agent is in status Y and an email and/or message is reopened then assign back to group
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Barry Neary hizo un comentario,
Hi We have a feature due for release in July that will address this in omnichannel routing, you can specify that if an agent is in a specific state (e.g. offline or away) that if a ticket reopens i...
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Barry Neary hizo un comentario,
Hi Hayley Johnson You can have triggers that set the priority on the messaging (chat) tickets based on SLA, and then the highest priority will be at the top of the queue to be assigned out first. e...
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Barry Neary hizo un comentario,
Hi Tobias Hermanns You would be able to setup a custom status called 'On Vacation' which, if chosen by the agent, then any tickets reopened when 'On Vacation' will be reassigned vs. if you are just...
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Barry Neary hizo un comentario,
Hi, we are working on a feature that would automatically reassign a ticket if it is reopened and the agent is offline (ETA July 2023). That wont reassign unless ticket is reopened - it is on the ro...
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Barry Neary hizo un comentario,
Hi , there is an EAP which treat inactive messages the same as active ones - let me know if you would like to join that
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Barry Neary hizo un comentario,
Hi Adam Currently that ticket will stay with the agent, as they have already been assigned the ticket. We have an upcoming feature that would enable you to reassign back to the group if the ticket ...
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Barry Neary hizo un comentario,
Hi Henrik H. The ticket once assigned stays with the agent. The agent would typically set the ticket to 'Solved' once completed, but that ticket can be reopened by an end user typing a reply. That ...
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Barry Neary hizo un comentario,
Hi Henrik H. In just over a month we are planning to release a feature in omnichannel routing that will automatically reassign a reopened ticket back to the group if the agent is offline Barry
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Barry Neary hizo un comentario,
Sacbe Alfonsina Ibarra E We literally have just added side conversation tickets to the list of tickets that can be routed - they count towards email capacity, which includes webform, email, API and...