Is it possible when creating departments for the ticketing that the tickets are only visible to the individuals in that department? We want to separate which users see specific tickets. As constituted it seems that no matter the department, all of the users can see the tickets. I do not think this is good as some created tickets or more sensitive then others. Is there a way we can implement this? Please advise. Thank you!
Thank you for choosing tawk.to and for reaching out.
When creating a ticket you have the option to assign it to an agent or a department. Even though a ticket may be assigned to a particular agent or department, anyone can respond from the Dashboard.
We have taken note of your suggestion and will post updates once the feature has been approved and implemented.
This is how the department function works for tawk.to chat:
1. Chats can be assigned to departments. All agents, including those not assigned to the selected department, can see the incoming chats. However, only those who are assigned to the department will get a notification.
2. This makes it easy for one agent to take over another agent’s chat — especially if the chat is transferred from one department to another. Also, your agents aren't wasting time trying to answer questions they don't know the answer to or giving the wrong answer because it's not in their area of expertise.
3. When a chat is assigned to a department, the agents outside that department only hear notifications if no agents from the selected department are online the department. T. This prevents chats from going unanswered.
4. Currently, there is no option to hide chats from departments or property members outside of a selected department.
Click the following links to learn more:
Assigning tickets: https://help.tawk.to/article/assigning-tickets
Setting up departments: https://help.tawk.to/article/creating-and-managing-departments
Creating and responding to tickets: https://help.tawk.to/article/creating-and-responding-to-tickets
If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
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