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Reply and close AND assign to default agent

It would really be helpful if there was a way to reply, close and assign a case to a specific agent with one click. Like the "Reply and close" link but also a "Reply and close (reassign)".

For us, our first line support replies to a customer and assigns cases to us where he does not know the answer. When we answer the customer, we very often would like the case to be re-assigned back to the first line support agent, to reduce second line workload. For this to be achieved now, one needs to

  1. reply to the customer (not close)

  2. assign to first line agent

  3. go to his inbox

  4. close the case

or:

  1. reply and close the case

  2. select to show closed cases

  3. assign to first line agent

It would simplify things greatly if one could just

  1. Reply and close (and reassign to first line agent)

Status: Rejected1 comment

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Comments1

  • Michal Brozyna

    Team•

    Sep 27, 2022

    Hi Bjorn,

    Thank you for your feedback.
    We will not add this feature in the future.

    Best,
    Michał