SAC 360º - Placing Tickets of one Responsible into a Department
In this situation you have tickets with a specific agent, but when filtering all tickets by department and by that agent, you don't find all the tickets that are with them.
This happens because the tickets probably have an owner but are not in a department. Therefore, you will see the ticket like this, as shown in the screenshot below:
As a solution, you can create a temporary automation just to place the tickets of the respective owners into the department. Follow the steps below:
1 - Click the SAC icon then click +New to create a new automation
2 - Add the name
Condition: The ticket owner is >> Specify the owner;
Action: Transfer ticket >> Choose Department and specify the department
Limit the ticket statuses to Waiting and In Service
Save the automation
Click YES to activate the automation on all tickets
