Request: The client has reached out to us with their concern regarding the ticket assignment.
Case 1: If the ticket is manually assigned to the agent and if he has worked on the ticket post which client replies back, no matter the availability of the agent the ticket is still assigned to the same agent.
Troubleshooting steps:
- In order to troubleshoot the issue, we can go ahead and enable the “Unassigned if the agent is unavailable” from the email credentials tab.
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Resolution Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the assignment of tickets.
We have gone ahead and made the necessary changes and the tickets will not be assigned to an agent when the status is unavailable. The ticket will remain unassigned until assigned to an available agent manually.
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,
XXXX
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedure the issue must be raised on JIRA || Team P
Acknowledgement Template (When the issue is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the assignment of tickets.
We have forwarded your issue to the concerned team. We will update you regarding the same within XXXX hours.
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,
xxxx
