Agent Availability Status and Mailbox-Specific Twitter and Facebook Integrations

We’re excited to announce that we’ve pushed two new features that have been requested by many of you.

The first is agent availability status.

In your Preferences (Settings → Preferences), you can now set your status as “Available” or “Not Available.”

When you’re “Available,” everything functions as it always has.

When you change your status to “Not Available,” anytime a response comes in on a ticket that’s been assigned to you, that ticket will become unassigned and go into your team’s main mailbox.

Also, any currently open tickets that are assigned to you will become unassigned as well, and other agents can pick them up.

This is really useful if you’re going on vacation, or if you’re off for the weekend and have someone else manning the support mailbox that you’d like to cover for you in case your customers reach out.

The second feature is the ability to link Twitter and Facebook accounts to specific mailboxes in Groove, rather than just to your Groove account.

Now, instead of having Tweets and Facebook posts go into Twitter or Facebook folders, you can have them go into any mailbox you’d like.

This is helpful if you have a particular team or team member that handles social media and other types of tickets, too.

We hope you dig these new features, and as always, we’d love to hear your feedback!