We’re looking to solve the mentioned use case via a custom app:
An agent is part of 2 groups:
Round-robin is turned on for both groups; in this situation, the Agent automatically gets tickets assigned from both groups
There is no current capability for an agent to “toggle off” the automatic assignment for one group; while staying active in the other group
Bearing in mind that even though they don’t want to get tickets automatically assigned, they should still have the ability to get tickets manually assigned.
The app should allow the supervisor/admin agent to update the agent’s roles and permissions via API so that they don’t have to manually update their availability every time.
That said, To solve this requirement,
We’re looking to differentiate the following:
- An agent being manually assigned vs. auto-assigned via round-robin.
- We would be using the onTicketUpdate product event to listen to agent assignments, but this does not tell us who executed the action. Do you suggest any alternatives/workarounds we can consider to identify the actor that performed the agent assignment operation?
Could you please let us know if this is feasible, As far as I understand the market place team confirmed that, TicketUpdate payload does not return performer data. These events are owned by Product.