Mapping users to a queue.

ARTICLE ID : 8543 23 Feb, 2022 12:16 Requests

Request: The client has reached out to us with a request to map the mentioned users to a queue.

Verification/checklist

  • We must ensure that the request has been raised from the registered company domain.
  • Verify if the information such as the Queue name, the employee names are provided for the mapping of the queue.

Procedure:

Agent must log in to the account > Ticket Queue > Select the mentioned Queue from the queue list> Select the mentioned users> update the queue.




Action:

  • Complete the Verification.
  • Follow the mentioned procedure.
  • Double-check the mentioned details before making changes.
  • Respond to the client using the resolution template below and add relevant sentences based on the resolution provided.
  • The user cannot be part of multiple queues if the "Auto Assign Type" is different for different queue's
  • The maximum number of tickets that can be assigned can be set to up to 50 tickets manually.


Resolution Template:

Hello XXXX,

Greetings from Kapture!

We appreciate that you have reached out to us with your request to align the mentioned users to a queue.

We have gone ahead aligned the users to the mentioned queue.

If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.

Regards,

xxx





Related Links :
ARTICLE : Reassignment of tickets to the mentioned users. | Moving tickets to a different queue. | Realignment of users under mentioned Team leader/Reporting Manager. | An issue with tickets not getting assigned to the proper queue. | Unable to map queues. | Request to deactivate a queue.
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