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My company uses SmarterTrack to manage our requests from our customers. Currently, under the setting QUEUE there are 3 folders identified: ACTIVE, WAITING, and CLOSED. ACTIVE are ACTIVE requests that the Agent is processing. WAITING are requests that tell the customer that the Agent is waiting on the customer to do something. CLOSED are, well, CLOSED ticket.
What I think would be a HUGE help to SmarterTrack on the Agent side.
Create one more folder (after ACTIVE, WAITING, and CLOSED) called BIN. This BIN would be a place where Agents could put tickets that do not require their immediate attention, but also are not WAITING on the customer. This would allow the Agent to manage their Queue Active to ZERO. Thus making sure every request is processed accurately and in a timely manner. Then, using the Rules Feature, when an update is placed on a ticket in the BIN, it will reopen the ticket in QUEUE ACTIVE; thus gaining the attention of the Agents in the QUEUE.
I hope I explained myself well, and if you have any questions or would like to "brainstorm" this idea, please contact me at firstname.lastname@example.org