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John Lemon

가입한 날짜: 2025년 2월 10일

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마지막 활동: 2025년 2월 10일

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댓글Customer 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 | -

댓글 보기 · 2025년 2월 10일에 편집됨 · John Lemon

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커뮤니티 댓글 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.

댓글 보기 · 2025년 2월 10일에 게시됨 · John Lemon

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커뮤니티 댓글 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.

댓글 보기 · 2025년 2월 10일에 게시됨 · John Lemon

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커뮤니티 댓글 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.  

댓글 보기 · 2025년 2월 10일에 게시됨 · John Lemon

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