Feature Request Summary:
Omnichannel Routing should be available for tickets created via the Web widget.
Description/Use Cases:
We set up OCR which works perfectly with requests sent via the form on the Help Center ("Submit a Request"), but if the user choses to use the same form, but via the widget, the ticket is not auto routed.
Business impact of limitation or missing feature:
This is problematic because our goal was to delete the "new ticket" view from our agents, so that all incoming tickets are auto assigned and avoid cherry-tree picking.
If not all tickets are OCrouted, the manager still needs to manually assign them.
Other necessary information or resources:
Also, I think this article should/could be updated, to precise that it does not work with live chat + Web widget, even if the widget is using a form and not a chat.
