Best Practice - Transferring tickets within groups and how to set up notifications
Question asked by Shannon Yates - March 25, 2015 at 7:50 AM
Unanswered
What is the best practice on setting up a transfer notification when a ticket is transferred from a primary group to a secondary group?
 
To further explain:
 
Within a single group we have multiple agents.
 
We could have 1 agent set up as the primary and then 2 other agents set up as secondary for escalation purposes
 
How would we create a ticket notification so that the primary group can escalate to the secondary group?
 
 

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Transferring a ticket is not working for me at this time.  
I've created a group and tired to add Employees to the group but when I click on Add nothing happens.
I guess since I can not add anyone to the group I can not show them in the dropdown to transfer tickets?
The group does show up in the drop down for transferring, but that's as far as we go.
Am I missing something?
 
I'm here, you're not

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