Skip to main content
  • EN

Hi. Has anyone managed to come up with a workaround for the agent toggle so that if you switch an agent off in one group, it doesn’t toggle them off across all other groups they are housed under? Unfortunately setting them as an observer in other groups isn’t a solution as they still need the option to be allocated tickets. Thanks in advance. :)

Hi.

I understand your point.

Currently, the usage of a Group in the Dashboard for an Admin is for the admin to have the list of all agents. As a matter of fact, we have a couple of groups, based on geo-location, with all agents in their corresponding region, and use them in an Admin’s Dashboard to view their status and enabled / disable them.

By design, it is not intended to disable them in the specific group, as what it is disabled is the agent itself.

This toggling option is the one that agents have in their own profile: “Auto-assign tickets”, so, it is not group based.

What we do is that they set group to None/--- and set themselves as the assigned Agent (we do this actually with a Workflow and a Custom status).

 

 But your idea to be able to enable/disable agents for auto-assignment per group is really interesting.

I’d suggest you to elaborate the Use Case (or Use cases) and submit it here, and ensure to share the link so we could vote on it:

Freshworks Ideas | Freshworks Community

 

 

Regards,

Thanks Elvis for your response. As you’ve suggested, I have raised my use case - here’s the link below:

 

 

 

Terms of Use