We are looking for a way to tag tickets as soon as we start a side conversation with particular end users.
A customer writes a question that agents cannot solve by themselves. An agent starts a side conversation (e-mail) with a technician. Tickets with those side conversations should get a tag, which can be used as a condition for views.
We also use side conversations to contact other divisions who no agents. Meaning a general trigger adding a tag for side conversation is not sufficient.
These technicians are no agents (about 1500 technicians). We added a user tag to their profile; however, the tag is only added for new tickets, it is not connected to side conversation.
We do not use cild ticket side conversations and do not plan to implement them.
Any idea how to keep track on this side conversations (e-mail) or any alternative ideas?
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