Allow users to assign themselves messages from the queue

We would like to have users/agents able to assign tickets to themselves instead of waiting for a supervisor to do it. It appears for that to happen currently they all need to have supervisor accounts which is not ideal. Our level one agents work on their own and the supervisor account should only be for monitoring and perhaps assign them work manually when required. We would want to limit each agent to see their assigned conversations only but this limits us to the supervisor assigning tickets manually which is tiresome again. Please consider allowing because the agent user accounts are not useful with it

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  • 1 yr agoLast active
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