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Transferred chat Incident is assigned to original agent/queue

Received Response
edited Jul 20, 2021 3:36AM in Agent Desktop 2 comments


We have chat setting to create incident at beginning of chat, so that the agent can assign the category.

However, when the chat is transferred to a new agent, the incident queue is not updated.    

Is it possible to have the agent/queue who finishes the chat be assigned the incident? Or do we need to rely on the agent to update?



Have searched these forums.  Topic was raised by another user in 2015, but did not receive a response.  And cannot find any other similar topics to assist.



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