Robert Bui wrote:
However, if I have on the Queue to unlock after 30mins for example, it disappeared from the "Lock Tickets".
Seems pretty logical to me.
It not in "New Message", "Responsible" or "Lock Ticket".If the agent is not working on the ticket, the ticket shouldn't be locked at all. Therefore, shouldn't be on the "Lock Tickets".
If a ticket reaches unlock time it should return unlocked into the queue it is in. By the way, in our company agents can have locked tickets they're not actively working on, but will be working on in the next couple of days. Of course we also have a much longer unlock time set. It all depends on your business setup.
Nils Breunese.
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