> certain clients that are managed by an specific agent, we don’t want other agents to touch
those (since they are complicated set-ups or new clients that aren’t tickets that are easy to answer for anybody
other than the managing agents)

Also, among other things is to create a queue for the *agent[s]* who are handling these specific clients. Make sure that the agent[s] are a member of a newly created group(s) related to the agent queue(s).

Reworded:

New Queue: AgentXQ or TeamXQ. Queue has a Group: grp_x

If you've enabled CustomerGroupSupport, customers that are allowed to see tickets for AgentXQ or TeamXQ should be members of grp_x (also, the appropriate agents should be members of grp_x).

On Fri, Mar 28, 2014 at 10:36 AM, Mathias Braeunling <mathias.otrsmailinglists@gmail.com> wrote:

Hi,

I think you are mixing up two things here:
- Saying "I'm working on this ticket" is actually done by locking it.

- Escalations: First it would be interesting which escalations you have
defined. For example a first response escalation is 'cured' by simply
sending out a (manual) email to the customer.

Mathias

Am 28.03.14 15:32, schrieb Leah Kelly:

> The idea is that for certain clients that are managed by an specific agent, we don’t want other agents to touch
> those (since they are complicated set-ups or new clients that aren’t tickets that are easy to answer for anybody
> other than the managing agents). We’re looking for a quick flag where we can identify the ticket as ‘don’t touch,
> i’ve got this’ - they are opposed to the ‘locking’ ticket solution as (1) that involves opening a ticket and reviewing it
> (which is too much to expect when somebody is already behind) and (2) it doesn’t prevent escalation anyway.
> Is there such a flag, or such a solution?
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