We're having an issue where customers reply to the tickets chasing us before we get a chance to see their ticket, and with the "Last Updated" sort option, a reply from a customer counts as an update. So each time they reply, the ticket goes to the end of the queue - resulting in a loop where some customers may never get a reply from us as they keep bumping their tickets to the end of the queue before we get a chance to reply to them.
Is there any way to sort the tickets by the last time an agent has replied? And if an agent hasn't replied at all, to still sort them correctly without bumping them to the end of the list each time?
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