CS Update: Call Crush Ticket Visibility

A quick update regarding the Call Crush process:
Koren has now removed the system rule that previously removed a ticket from an agent’s view when the Call Crush macro was applied.

What’s changing?
The ticket will now remain visible in your queue after the macro is used.

Why?
This change is aimed at improving visibility and follow-up. While you are not expected to manage the ticket end-to-end, we do ask that you keep an eye out for pending partner/ customer response tickets that have been pending for 2+ days and follow up where needed.

You may notice an increase in your ticket count as a result of this. If you require email time to manage this follow up, please reach out to your team leader.

This process may continue to change however for the meantime, please follow the above. 

📧 This update was also communicated via email on 23rd June 2025, titled "Update to Call Crush Ticket Visibility" sent by Riley L(Customer Experience Operations Leader).