To simplify Gorgias and make its behavior more predictable, we have changed the behavior of chat & messaging channels tickets.
The way the chat & messaging section now works is the following:
Note: Here “tickets” refer to “chat & messaging tickets”.
Gorgias displays up to 6 tickets in this section.
If you are set as unavailable:
Only the tickets assigned to you are visible
If you are set as available:
And auto-assignment is disabled then:
Tickets assigned to you and all unassigned tickets are visible
Otherwise, if ticket auto-assignment is enabled then:
Only tickets assigned to you are visible
Previously, the last scenario was as follow:
If you were set as available:
And auto-assignment was enabled then:
Tickets assigned to you and unassigned tickets for which the channel was NOT selected in the assignment settings were visible
To set up or disable auto-assignment, please refer to this article
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