Oct 2 2014

New Feature: Primary Teams

We've added a new agent setting which improves the process of assigning teams in a couple of ways.

When agents who belong to more than one team used the Assign to My Team quick link on a ticket, the team assigned was always the first created - even if it wasn't the agent's most commonly-used team. 

 

Now you can set a primary team for each agent, which will be assigned instead.

Setting the agent's primary team also improves how automated actions work. Some actions set the Current Agent's Team: again, the primary team setting will now be used to decide which team that is.

 

Set up primary teams on each agent's profile in Admin > Agents.

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