Hi to all,
I have five departments each with their own email.
Each department has its own operators.
I have the following needs:
- display the tickets of department A to the agents of department B, C, D, E, after 15 minutes if agents A did not reply.
- view the tickets of department A to the agents of department B, C, D, E, if no agent of department A is connected.
These absence rules apply to all departments.
How can I do?
P.S.
If necessary, agents can also be grouped into a single "support" team, but is it possible to assign a ticket to a team after X minutes?