When bulk "taking" tickets, why does the group change to the Agents default group? | Community
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When bulk "taking" tickets, why does the group change to the Agents default group?

  • May 13, 2021
  • 4 replies
  • 0 views
Sydney12

We have an issue where Agents are bulk "taking" or bulk "solving" tickets. When doing so, the Group of these tickets change to the Agent's default group.

This is affecting reporting, causing confusion, and negative CSATs. The default group of the Agent's is a bracketed group to ensure Agents do not assign tickets to this group. We do not have triggers set up for this group so if the Agent sent a reply, no reply is sent to the guest with the wrong Branding.

Is there a way to ensure when there is no group change when bulk updating, the group remains in the current group the ticket is assigned to?

Thanks!

    4 replies

    J
    • Juraj12
    • May 17, 2021

    Hello 364795120947,

    Please note, that as per the inborn ticketing rules, if the ticket is assigned or taken, and the group is not selected, it will be assigned to the agent's default group.

    However, when we are bulk editing the tickets we can choose which group we want the ticket to be assigned.

    For example, when I look for myself in the editing window, I get all the groups that I am part of, from which I can choose:

    For more info:

    Managing tickets in bulk

    Sydney12
    • Sydney12
    • Author
    • May 17, 2021

    @JJ We are aware that is the behavior but that is what is causing an issue. Because we have teams that pull tickets out of one view that has many groups filter into it. When they bulk take, they have to ensure it is all the same group before they take AND they have to remember to set a group prior to taking.

    Ideally, if the Agents could just bulk "take" without setting a group so the tickets remain in the original group would cut down on Agent error and time.

    J
    • Juraj12
    • May 18, 2021

    Hello @Sydney Neubauer,

    Now I understand.

    Unfortunately, we do not have this feature in Support, nor I have seen this on any road maps so far.

    We would have to either choose the group or go as per the default one.

    Sydney12
    • Sydney12
    • Author
    • May 20, 2021

    Can this be moved to VoC as it is causing problems among our team:

    • Time-consuming when Agents are only able to bulk take of the same group
    • Time-consuming as the Agents have to set the group before Taking
    • When the group is not set, it gets assigned to a default group - time-consuming to fix
    • High error rate when an Agent forgets to set group or only update those of the same group
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