Is there a way to specify new agent preferences defaults? Basically,
I have a queue called Support and another one called Sales. The
Support is a member of group support and the Sales queue is a member
of group sales. If a new agent named Joe is created, and he is a
member of the support and sales groups, I would like Joe's
preferences to automatically inherit certain user preferences,
specifically automatic selection of the Support and Sales queues in
My Queues so the agent will receive notifications for new tickets in
these queues. The way it appears to work currently is that each
agent needs to manually configure their preferences to include the
Support and Sales queues in My Queues. The problem with that is if
the agent fails to do this, they will never be made aware of new
tickets in these queues, because the agents aren't always tied to
their web browsers to see new tickets in the Queue View.
Is this possible or is there another method I can use to achieve the
same functionality?
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