Now tickets get assigned to Agents as soon as they open the ticket. We have exempted Admins & account Owner from this feature because a lot of times they have to audit cases. A major use case for this app is that sometimes agents skip tickets for someone else to action simply after opening it and there is no way for the admin to track this as it does not recorded under events.
The app also shows the assignment status in the right side app panel of the ticket. It mentions if the ticket is Already Assigned to the same user, Assignment skipped due to agent role, Assigned to agent successfully OR Assignment due to any error. It works perfectly fine in the play mode as well.
There are currently no reviews. Be the first to share your experience.