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Ticket Brand and Customer Differentiation (Messaging)

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Maggie Battaglia

Publication le 07 déc. 2022

We have 4 brands that we support with different customer types. Two of the 4 brands have customers we'd like to offer faster response times to and would like to customize, by brand, when new Messaging tickets are broadcasted to agents, especially since SLAs are not currently supported for Messaging. 

We have a view set up for all Messaging tickets, grouped by brand, but notifying agents via broadcast for a specific brand would greatly improve our prioritization and agent workflows.

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    Jenn Luna

    the fact that messaging does not have sla's is absurd and enough reason to start looking elsewhere since chat is our primary channel. 

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