Our org is currently running a 2 tiered support system. Currently there does not seem to be a way to route chat tickets that get created based on the different departments that a chat is transferred to. Instead, there is one default group that agents in a particular department have chat tickets assigned in. This is an issue because our second tier support reps sometimes take overflow in the level 1 group.
If a chat changes departments part way through there is no way to the assign that chat ticket to a group based on the fact that the chat changed departments.
It would be great if there was ANY way to automatically change the group a chat ticket was created in based on what happened in the chat. I can think of a myriad of use cases where this would come in handy.
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