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Olha Vorobei

Adhésion le 27 mai 2024

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Olha Vorobei a ajouté un commentaire,

CommentaireRouting

And another question to the one above:
sometimes the same ticket might be open for 2 agents (agents' collision happens) but the thing is that one of the agents sees it only when they want to send a reply (Zendesk doesn't allow to send the reply because the other agent has just done it).
What. might the issue be here? Thanks!

Afficher le commentaire · Publication le 27 mai 2024 · Olha Vorobei

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Olha Vorobei a ajouté un commentaire,

CommentaireRouting

Hello! I don't know if it is the right thread to address the question, and if not - it'd be great if you could advise on the correct one.
After implementing the Guide mode into the agents' work, the agents started experiencing numerous “bugs” such as: 
1. Even though the View (from where the tickets are added to the Play mode) is set correctly in the way that only New and Open tickets should appear, the agents sometimes receive Pending and Solved tickets. Can you, please, advise what could be the issue of this? 
2. Are the tickets distributed evenly between the agents on the shifts?
Thanks!

Afficher le commentaire · Publication le 27 mai 2024 · Olha Vorobei

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