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John Lemon

Adhésion le 10 févr. 2025

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Dernière activité le 10 févr. 2025

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John Lemon a ajouté un commentaire,

CommentaireCustomer service best practices and recipes

The ability to see tickets assigned to the agent directly as well as those assigned at their groups is essential for this view for us.  Our organization assigns tickets to the group level first and then the agents see these in their view along with their already assigned tickets.  They can then be grabbed up by the agent by assigning these to themselves or the manager of the group will assign the ticket directly to an agent.  

We had to add some more settings to the view described above to replicate this fully:

Under Tickets must meet all of these conditions to appear in the view, add the condition:
Group | Is | (current user's groups)

Under Tickets must meet any of these conditions to appear in the view, add the two conditions:
Assignee | Is | (current user)
Assignee | Is | -

Afficher le commentaire · Modification le 10 févr. 2025 · John Lemon

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John Lemon a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We are also having trouble with the new Agent Home, and feel that a few things have taken a step back in usability.  The ability to see tickets assigned to the agent directly as well as those assigned at their groups is essential for this view for us.  Our organization assigns tickets to the group level first and then the agents see these in their main view along with their already assigned tickets.  They can then be grabbed up by the agent by assigning these to themselves or the manager of the group will assign the ticket directly to an agent.

Afficher le commentaire · Publication le 10 févr. 2025 · John Lemon

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John Lemon a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We are also having trouble with the new Agent Home, and feel that a few things have taken a step back in usability.  The ability to see tickets assigned to the agent directly as well as those assigned at their groups is essential for this view for us.  Our organization assigns tickets to the group level first and then the agents see these in their main view along with their already assigned tickets.  They can then be grabbed up by the agent by assigning these to themselves or the manager of the group will assign the ticket directly to an agent.

Afficher le commentaire · Publication le 10 févr. 2025 · John Lemon

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John Lemon a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We are also having trouble with the new Agent Home, and feel that a few things have taken a step back in usability.  The ability to see tickets assigned to the agent directly as well as those assigned at their groups is essential for this view for us.  Our organization assigns tickets to the group level first and then the agents see these in their main view along with their already assigned tickets.  They can then be grabbed up by the agent by assigning these to themselves or the manager of the group will assign the ticket directly to an agent.  

Afficher le commentaire · Publication le 10 févr. 2025 · John Lemon

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