Apparently, users have often felt uncomfortable about declining requests because they were uncertain about where a declined request would get routed. That is why Xurrent now displays a message when a request is being declined.
The message indicates the team to which the request will be returned. The account of the team is displayed after the team name when this team is part of another support organization that has its own Xurrent account.
A Letter From Our CEO: Our Path Forward
When I joined Xurrent as CEO in February, I made a commitment to myself before I made any commitments publicly: I would listen before I led. I would get in front of customers, sit down with our partners, and spend real time with the incredible team that built this platform — before I said a word about where I thought we were going.