New Phone Ticket in Agent Interface

[Harikumar]

Hi All,

Would some one please explain what is meant by "New Phone ticket".ie when an agent logs in he is able to view "New Phone Tickets" under Tickets tab.Please explain in a simple way how it differs from the other and what is its usage.




Thanks in Advance
Hari

[pistobef]

we use it when an agent recive a request via phone call; he track the request and manage it in the same way of an another ticket

[sidrah]

The option of New Phone ticket under the Ticket menu is not visible to agents. Please tell me the configuration to enable this option