I have an interesting issue, that I am unable to find a configuration change for (though, it probably does exist somewhere!).

Situation (simplified):

Queue 1:

                SubQueue – A

                SubQueue - B

Agent1 has queue 1 and SubQueue A as “My Queues”. Ticket comes in to queue 1, notification goes to agent. Ticket gets moved to SubQueue A, and agent gets a notification. (Working as I would expect).

Now, agent1 goes and looks at said ticket, and moves ticket to SubQueue B.

Agent 2 has SubQueue – B as a “My Queues” and does NOT get a notification.

This is one simple showing of this, but really.. we are moving tickets around a little more often than this between several different subqueues. The only time we get any notifications of new tickets in a queue is when they first come in and the first subqueue they get moved into. Is this normal? Can we change it so that we get a notification EVERY time a ticket goes into another queue?

Thanks,

Lucas Keller

Prophet Network Integration

 (o) 602.454.0471