Problems with new requests for new agents can’t be shown or received by them . | Community
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Problems with new requests for new agents can’t be shown or received by them .

  • March 25, 2022
  • 2 replies
  • 0 views
Norhan

I am facing a problem with new tickets for new agents they can’t  be shown or received by them .
would like for my agents to be notified on their  Zendesk desktop of new tickets assigned to them Should work just like the "Chat" notifications. also it should automatically shown to all the agents in the chat . for now we receive the chat ticket and after that we assign it to them .
is there anything we should do after creating new accounts for new agents to receive tickets normally ?

 

    2 replies

    CJ99
    • CJ99
    • March 25, 2022

    I wonder if your new agents are not part of the group that the tickets are assigned to? That's the one thing I could think of, that could result in new agents not being able to see specific tickets or getting emails/notifications about them, if those were set up for a specific group and the new agents were not added to it. 

    G
    • Gab12
    • April 1, 2022
    Hi Norhan,
     
    CJ's right, it sounds like this has something to do with group/department assignments. You can review the routing settings you've set up in your account, and make sure that new agents are added to the appropriate groups and that other settings such as skills and chat limits are also configured for them accordingly. 
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