Allow Admin to Select Behavior of Solved Tickets When Offboarding an Agent
Data ultimo post: 31 mag 2022
Current state: The assignment of the tickets to an agent includes their group and the agent combined. When an agent is demoted to end-user, tickets with a status less than solved would go back to the group associated with the agent but the solved tickets get assigned to a specific user. The user selected for the assignment is the agent with the longest membership in the group or more specifically the lowest ID number.
Challenge with current state: While I understand the need for an assignee to exist on a solved ticket, the auto-assignment by group membership longevity is not clear and is not ideal. In today's state this action appears "random", as group membership longevity is not transparent, especially on a user profile page when offboarding an agent. We have ticket metric accountabilities for our agents, and if they are receiving tickets automatically from other agents that are already in solved state it could influence the metrics from which the agent is being held accountable to - especially if an agent has long seniority and is a frequent receiver of auto-assigned tickets.
Requested change: I would prefer either more transparency on where tickets are reassigned or the ability to select the behavior of these tickets. Ideally, a global setting would be helpful to select the behavior of these tickets. If this is not possible, some sort of alert within a profile page would be helpful (like a pop up asking you to select a different user to receive the tickets) - however this could not be controlled by bulk uploads or API changes, understandably.
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4 commenti
Dane Corley
Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
I will be honest that I’m unsure how feasible this request will be to fulfill. Over the next month I’m going to speak with our teams and determine if this is something we can put onto our roadmap. At that time I will update this ticket with more details. It’s possible that is something we can’t prioritize at this time, however given the topic I think a deeper dive is warranted.
Once again thank you for your patience.
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Sydney Neubauer
+1 we are running into this all the time as offboardings are a very manual effort with a lot of steps and it can be forgotten.
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Sydney Neubauer
+1 definitely run into this!
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CJ Johnson
+1, I would really like to have the behavior be different as well.
I have a not great workaround I use, which is to set up a trigger to move a ticket from Solved, to Closed when a tag is present. I add the tag to all Solved tickets for the agent, and downgrade the agent after the tickets are in Closed, which keeps them locked in as the Assignee even after being downgraded. If the customer follows up, it'll be a new ticket. This method is not great, and I run into problems with it constantly. I often have several hundred tickets I need to move from solved to closed, and even if I set up an automation to add the tag, if I am off boarding a lot of agents, I end up having to wait several hours since automations stop after 1000 tickets on each run. Additionally, right now it only works 80% of the time, and just fails 20% of the time. Support is looking into that as a bug, but it's another example of how the current set up is difficult and adds time and effort to these tasks.
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