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Default Agent to specific Team - Default Agent to specific Team

Posted: Thursday, July 11, 2019 4:04:24 PM(UTC)
BobC

BobC

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Is there a way to have any ticket assigned to a particular agent to also be automatically assigned to a specific team ? This agent belongs to all teams but we'd like all their tickets to automatically default to a particular team.

Thanks
Esben.D
#1Esben.D Member Administration Posts: 1,834  
posted: 8/30/2019 8:06:02 AM(UTC)
You can, but it depends on how you assign the ticket.

If you use ticket dispatching, you can add an extra rule to also set the team.

If you use a default agent for the ticket type, you can set a default team in the same configuration pane.

If you do it manually, you will have to change the team manually as well.

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