I created a Ticket for myself, Resolved it, as well, but then I got an email notification saying that the agent was changed to another coworker of mine. I never did that...! How is that possible. If I would get a valid email from one of the iiQ techs , I could sent you the exact ticket scheenshots and the email I received about this matter. Thank you, Ben
Solved
Agent changed to someone ele...out of the blue !
+1Best answer by JustinRaynor_iiQ
Hey
If you do see any discrepancies in how the tickets are being routed, I would reach out to your local District admin to verify that tickets are being routed accurately to your team members and they’ll be able to review.
+10Hi
Looking forward to your response!
Best,
Ashley
+12Hey
The reason why you got the email looks to be due to the speed at which you created and completed this ticket. By default, emails that we send out from tickets are delayed so the ticket update that you saw was likely not a live email update, but an email from the initial assigning process.
Hopefully, this clears up the confusion and let us know if you have any additional questions or concerns!
+10What
+1So, for me to understand clearly,
- I create a Ticket;
- The Department set up things in such a way that the tickets I create get assign to one of my coworkers first ?? (why only one coworker in particular, because there are other people here that the ticket I created could also have been assign to...)
- Looks like the email notification I got from the ticketing system is also related to the issue # 2, right ?
+12Hey
If you do see any discrepancies in how the tickets are being routed, I would reach out to your local District admin to verify that tickets are being routed accurately to your team members and they’ll be able to review.
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