ContrEarnean
commented
2 years ago Problem: When using Subcategories: The customers' queries are posted to the selected subcategory together with their ticket numbers. They are also posted in the parent category's group chat. But unfortunately, the responses from agents and support staff are not posted to the parent category's group chat.
Solution: It should be possible for the bot to forward responses from the support staff with the related ticket numbers to the parent category.
This will help in managing support teams, where the manager would monitor the parent categories and check if tickets are piling up in one subcategory, or if another is hardly used...etc
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