We are looking to have a generic account for our triage queue that each of our Service Agents can impersonate as while working the triage queue.
When one of the Service Agents is assigned to triaging they often need to ask clarification questions or gather more details but doing so gives the end user who submitted the ticket the impression their ticket is being actively worked on. Additionally, after the ticket has been triaged and sent off to the correct department's queue the end users will reach out by email or teams to the Service Agent who had triaged the ticket due to their name showing up.
We would like to see an account called "Triage" or "Service Desk" something like that the agents can switch into while asking the questions they need to ask.
