We received a ticket outside of business hours but neither the assigned agent or admin were able to respond. The Send option on the message field simply wasn't there and hitting Return also didn't send it as usual.
We also have an ongoing issue with agents not being able to see new tickets until the admin marks them as pending. Does anyone know what might be happening here?
Hello Vicky - you actually need to create a condition for view in a way that it should only have new tickets. With our company here's what we have:
1. New Tickets
2. My Assigned Tickets
3. All Unsolved Tickets
4. All Recently Solved Tickets
You actually need to ensure that the condition of the view in the admin centre are correct as I am assuming that your agents are unable to see new tickets due to incorrect condition in the view settings.
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