Edit Interaction zone

Double click on the Interaction zone you want to edit. You can edit the Interaction zone’s name and its permissions to other zones. In addition, there is a shortcut to the maintenance center, where you can remove unused zones.

General settings

To edit the zone’s name, in this case “Professional Services”, simply enter a new name in the text field and press the enter/return key. You can also see what teams is connected to the zone, and what type of zone it is (but this cannot be changed after it has been created).

Can transfer tickets to

Here you can turn of the possibility to transfer tickets from the current interaction zone to another zone. You can choose if it should be required to write a comment when transferring. The comment is added as an internal note on the ticket.

Once a zone is selected, a new button with a paper airplane icon on it will appear in the top toolbar on tickets in the current zone.

Can assign tasks to

Here you can turn on the possibility of assigning tasks to agents who work in a different interaction zone. The agent in the assigned zone will be able to see the task, but not the ticket or change the task belongs to unless they have access to the zone.

Once a zone is selected, a settings button will appear in task’s assignment menus on tickets in the current zone.