A shared organization lets all of their Agents see all tickets. Some companies prefer to restrict access to Agents to certain tickets only, others prefer to have all of their tickets shared across the company.
Shared organizations are usually smaller businesses where all Agents possess equivalent knowledge of the products or services that the company offers so they can provide adequate support. In larger companies, teams focused on certain types of queries are created, e.g. Sales, Technical, 2nd Level Technical or the teams can also be separated by products like team focused on LiveAgent or Post Affiliate Pro. This is easily achievable with utilizing departments in LiveAgent.Back to Glossary
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