Reassign chat session to other agent


Expected behavior:

  • reassign chat session to another agent

Actual behavior:

  • the first agent that accepts a session can either answer or close the session. There is no way to reassign it to another agent

Steps to reproduce the behavior:

Of course if other agents could just “step in” this conversation,
that would make even more easier. A type of “group conversation”.

But I can guess the button “disconnect” wouldn’t close the conversation

Hi @njfranck - this functionality is currently not possible within Zammad. However, I have good news for you. One of our customer has ordered this functionality and it will be merged into Zammad with 3.2 or 3.3, depending on the development time we need :raised_hands:

Ok thanks for your quick reply. I’m looking forward!

As I posted two questions, I do not know what you actually replied to :smile:.
What is currently in progress? The reassignment, or the group discussion?

Ah sorry I didn’t expect two topics in one thread. We’re working on a functionality where the Agent can put the Chat session back to the pool of open sessions or to a different chat group as for e.g. Level 1 to Level 2.

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