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For users with the agent role, the tickets displayed in the Pending Tickets list will be automatically filtered by default. This means they will only be able to see tickets that are assigned to them, that are unassigned, and that have been generated in any channel configured for the campaign. If you want to change this behavior, enable the "View all ticketsAll Tickets" parameter in the campaign settings. |
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Additionally, from the list, you can perform massive actions on an specific set of tickets. Select one or more tickets from the list, and click on the "Massive Actions" button to execute one of the available actions:
Close: This will allow you to close all selected tickets.
Merge: This will allow you to merge all selected tickets. To do this, you must specify the main ticket that will remain open. Upon completion of the merge, the other tickets will be marked as "closed" and the information from the other tickets will be transferred to the main ticket.
Assign: It will allow you to assign or reassign all the selected tickets to a specific user or move them to a specific campaign.
Add Task: This will allow you to add a single task to all selected tickets. To do this, you must fill out the task form for the campaign. Upon completion of the process, each ticket will have a new task.
Redistribute: This feature allows you to randomly redistribute the selected cases among all agents assigned to the campaign or randomly among a specific group of agents.
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