Hi Everyone,

I’ve had some feedback from staff using the End User Portal that it can sometimes be tricky to decipher which Agent in an Agent Group is owning their tickets.

The specific scenario appears to be when a ticket has been assigned to a different Agent Group but not yet picked up by an Agent within that Agent Group.

Does anyone know if it is possible on the End User Portal, specifically within the Home Page ‘Tickets section’ to show which Agent Group a ticket is assigned to?

A Requester may get more information by clicking in to each individual ticket:

But it seems a shame that it’s not visible from the Front Page whereby they may have many tickets logged and would make it easier to understand how their tickets are progressing.