We migrated a client from Zendesk to D365 and we have 300 users on the system. The agents used to have a feature in the Zendesk which allowed them to see who is on the ticket even before they assign the ticket and this feature is available on the List of the tickets and also the when they open the ticket. The agents are used to this and its integral part of their workflow as they work on the tickets that they don’t pick the tickets if someone is already on the ticket. The agents work on self-assign mode and this is why its critical to them and this affects their efficiency on the handling of the tickets which is high importance to them as its one of their KPI.
Comments
The request is to add Azure Fluid functionality to the list view so we agents can see if there are other agents already working the ticket.
Category: Case Management
Administrator on 6/19/2023 8:35:22 AM
Thanks for your feedback. Currently, a user can identify who is working on the ticket using Owner field that is displayed both in the Case grid view and on the case form. If you do not see the owner on the grid view, you could add it by adding column to the grid and selecting the Owner field. For more information, please refer - https://learn.microsoft.com/en-us/dynamics365/customer-service/case-grids.
Regards,
PM, Microsoft.