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How to route incidents with global teams so that if incident is responded in UK and customer comes b

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edited Jan 25, 2021 11:09AM in System Admin and Configuration

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How to route incidents with global teams so that if incident is responded in UK and customer comes back in US time zone, US agent should be able to respond it and incident should not remain in his inbox. incident should be visible in Incidents report and should be selectable by Fill Inbox button on several replies.

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