Random assigning ticket to Agent and Advanced Permission Settings feature
Random assigning ticket to Agent and Advanced Permission Settings feature
Hello,
we use Advanced Permission Settings and I have this questions:
(1) Is there any way to use function which randomly choose agent to whom will be new received message (ticket) in Support asign to?
Like totally X people = team work on customer service, but ticketing is not so fast and there is not auto-refresh, so it's possible to assign one ticket to agent1 by himself and till agent2 doesn't refresh, he can assing same ticket to himself - "steal" it to agent1.
That's possible with Advanced Permission Settings feature, not Roles & Permissions set to Agent.
I know it's possible to assing ticket to one agent automatically, but for team work it's not very useful.
(2) Why Advanced Permission Settings is not so good like choosing simple "Agents"? Simple situations:
A: Two users set as Agents with Having access to:
Their Tickets and unassigned Tickets
when agent1 assign ticket, agent2 can assign also, but when agent2 try to open ticket, it is not allowed him with error msg below and finally that ticket is still assigned to agent1:
Insufficient Privileges to perform this operation. Contact your Administrator.
B: Two users set as
Advanced Permission Settings, both as our created role "Support Team Member"
when one agent1 assign ticket, agent2 can assign also and it caused, that finally it's assigned to agent2. I think is a bug, I cannot imagine the real use of that feature. It cause in real, that it will be answered by both agents...