We respond to many Messaging tickets daily, but our agents must use up their valuable time assigning the ticket to themselves and updating the status, before being able to respond to the Customer.
Is there a way to streamline this? It seems like an awful lot of clicks unnecessarily.
Question
Responding to Messaging Tickets without updating status
I know there's a way to auto-assign chats via Omnichannel, but if you want to keep the ability for agent's to take tickets manually, then you could build a trigger that would cut the amount of clicks in half. Something like this would make it so your agents would only have to open the chat ticket and click the submit button, eliminating the need to click "take it" or “assign to me” first:
I just did a test with this and it worked well. Chat came in, I (as the agent) opened the ticket to see what the chat was about, clicked “Submit as Open” (which does nothing since the ticket is currently open), and could then chat with the customer.
The only caveat is the agents need to have the option beside the submit button (which is called the “ticket footer post save actions menu button”, nice and catchy) set to “Stay on ticket” otherwise it'll close the tab.
If this doesn't work with your flow, let me know and I'll see if I can find another way to minimize clicks.
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