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How to separate the shared inbox

By Stefan
February 8, 2021

Sometimes you want to separate your inbox or hide tickets from some agents. To do so you can restrict agents to see only tickets assigned to their teams.

Go to settings/users, edit the agent you want to restrict, and assign the role "Team Agent".

tickets-role-team-agents.png

Auto-assign a team for tickets coming from a certain channel

Team Agents can not see any tickets that are not assigned to a team. So if you want them to work on tickets arriving through a certain channel set up the following rule.

Go to settings/rules and create a new rule.

rules-create.png

Configure conditions and actions.

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Of course, you can also set up rules with different conditions that suit your business case even better. Do not forget to activate your rule.

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