We would not be able to automatically forward a ticket to an non-agent whenever a new ticket is created, however we would be able to use the CC option available in workflow automator, you can configure a rule which adds the non agent as CC onto the ticket, which in turn would trigger a notification to the non-agent. Also, agents can forward the ticket manually to another user in the system.
Modified on: Wed, 18 Sep, 2019 at 3:55 PM
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