I have an interesting issue, that I am unable to find a configuration
change for (though, it probably does exist somewhere!).
Situation (simplified):
Queue 1:
SubQueue - A
SubQueue - B
Agent1 has queue 1 and SubQueue A as "My Queues". Ticket comes in to
queue 1, notification goes to agent. Ticket gets moved to SubQueue A,
and agent gets a notification. (Working as I would expect).
Now, agent1 goes and looks at said ticket, and moves ticket to SubQueue
B.
Agent 2 has SubQueue - B as a "My Queues" and does NOT get a
notification.
This is one simple showing of this, but really.. we are moving tickets
around a little more often than this between several different
subqueues. The only time we get any notifications of new tickets in a
queue is when they first come in and the first subqueue they get moved
into. Is this normal? Can we change it so that we get a notification
EVERY time a ticket goes into another queue?
Thanks,
Lucas Keller
Prophet Network Integration
(o) 602.454.0471
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