I'm facing some issues between my 1st line and back-end teams.
They're usually communicating about customer queries/complaints and often need the assistance from different departments. To avoid having multiple escalations and 1st-line having to constantly check in with the back-end departments, we set up views where 1st-line would be able to see active tickets which are in the queue of one of our back-end departments.
However, views only work that way if we give 1st-line agents access to the whole department and in turn they'll be able to alter and add comments in those tickets. This means also tickets which are outside of the scope of 1st-line and thus they would have no business in said tickets.
What would be great, if to have views that work like in a way where we can create a view for our 1st-line agents in which they actually only VIEW tickets and not amend them. As currently it's impacting our business in a way that we have a high volume of multiple escalations for the same customer/case/query.
Looking forward to your reply!
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