The current “Turn on reassignment for reopened tickets” function only supports email and messaging tickets, not including incoming call tickets.
I have some incoming call tickets followed by public reply through adding customer's email address, and I need to reassign these tickets to online agents when it's reopened by end-user.
Is there a way?
Hi, there isint a way now - but we do plan to enable call tickets (once call is over) to be converted to email tickets for the purposes of routing. This means that this would potentially address your issue
Making Phone Call converted to Email status is crucial for our customer experience to ensure all reopened tickets get reassigned upon client response. Phone Call channel not being an option is a big gap in the functionality
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