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Andrew B

Adhésion le 04 avr. 2024

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Dernière activité le 04 avr. 2024

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CommentaireAccount settings of the ticketing system

We are having a recurring issue where an agent in play mode will show as viewing (the eye icon) ok a ticket they are not actually viewing. Entering the ticket, they show as idle. Often, they are actively working another ticket. The agent is adamant they have never viewed the ticket and has even supplied screenshots where they will still show idle on the ticket after exiting play mode, logging out of Zendesk, and off their computer for the evening. This is causing long delays in responding to customers who are being skipped past by other agents working in play mode. It seems in the effort to avoid a collision, this issue is causing some tickets to get lost in the process of play mode. . 

Afficher le commentaire · Publication le 04 avr. 2024 · Andrew B

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