The idea is that for certain clients that are managed by an specific agent, we
don’t want other agents to touch
those (since they are complicated set-ups or new clients that aren’t tickets
that are easy to answer for anybody
other than the managing agents). We’re looking for a quick flag where we can
identify the ticket as ‘don’t touch,
i’ve got this’ - they are opposed to the ‘locking’ ticket solution as (1) that
involves opening a ticket and reviewing it
(which is too much to expect when somebody is already behind) and (2) it
doesn’t prevent escalation anyway.
Is there such a flag, or such a solution?
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