“Accept/Pass” button for Support Agents

Hello,
in my AS setup, timing is essential.
I’m trying to understand if it is possible to have this kind of result:

1. I’d like to give to Agents a 1-hour window to “accept” the ticket. Once the ticket is submitted and assigned to an Agent, the status is “pending”. The Agent has 60 minutes to accept or pass the ticket (by clicking on a “Accept” or “Pass” button in the ticket dashboard or in the email).

2. Within the 60 minutes, if the Agent accepts the ticket, he has 24 hours to reply to the ticket. If this does not happen, he is removed from the ticket, the tickets becomes “pending” once again, and a new Accept/Pass request is made to the next Agent in the department.

3. After the 60 minutes, if the Agent hasn’t accepted or passed the pending ticket, he is automatically removed from the ticket, and the Accept/Pass request is made to the next Agent in the department.

Is it somehow possibile? I’m trying to figure this out before buying the Agency Bundle, if needed.

• This topic was modified 3 years ago by alessandrozonnino.