Following a Ticket
Question asked by VIP SUPPORTAL - 8/26/2014 at 4:50 PM
How do I follow a ticket? For example, I receive a ticket as an administrator which I then transfer to an Agent. Yet, I want to receive all replies and be able to contribute to the replies form my admin account.

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You may want to review the following Help guide details on Quality Control.
This is mainly used to allow an Administrator to observe activities to ensure agents provide the required level of service to customers by allowing managers to review ticket responses as the response is sent to the customer.
Thank You.

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