Assign Ticket

Individual tickets are created without any ownership. Therefore, they need to be assigned to a customer care rep that will handle that particular ticket, contact the customer, and perform any further actions that are needed to solve the issue. Assignees are responsible for handling or escalating the ticket.

Tickets represent various customer interactions through different channels that are logged into your ticketing tool. When a customer contacts your business, a ticket is created for your customer service representatives to solve. With some efficient tools, agents can easily track the status and history of each of their assigned tickets, ensuring timely resolution and consistent support quality.

Types of Tickets You Will Receive Most Often

• Incoming emails - Customer inquiries and support requests via email
• Live chat tickets - Conversations initiated through live chat channels
• Social media messages or mentions - Customer interactions on social platforms
• Customer calls - Phone support interactions logged as tickets
• Request forms - Structured customer requests submitted through forms
• Feedback from customers on various forums - Customer feedback and reviews from external sources

How to Streamline Ticket Management Process?

Once the tickets come in, they are stored in the universal inbox regardless of the channel they’re coming from. This way, your agents don’t have to check each communication channel separately and they can provide a seamless omnichannel customer experience. Not only does this make the entire process easier and more manageable, but it also boosts the efficiency of your contact center.

In LiveAgent help desk software, there are various ways to assign tickets to agents. It can be done manually with each ticket coming in, or with an auto-assignment feature (in LiveAgent using automated ticket distribution). You can route tickets to agents based on:

• Agent workload - Distribute tickets based on current agent capacity
• Agent skills - Route to agents with specific expertise
• Ticket type - Assign based on the nature of the issue
• Agent availability status - Send to available agents only
• Other custom criteria - Create personalized routing rules

After an agent becomes an assignee to the ticket, they are responsible for handling it and making sure that it is resolved quickly, efficiently, and to the utmost customer satisfaction.

Benefits of Efficient Ticket Assignment

Improved Response Times

Automated ticket assignment ensures that customer inquiries are routed to the right agent immediately, reducing response times and improving customer satisfaction.

Better Resource Utilization

By assigning tickets based on agent workload and skills, you ensure that your team’s capacity is used optimally, preventing bottlenecks and agent burnout.

Enhanced Customer Experience

When tickets are assigned to the most suitable agent, customers receive more personalized and effective support, leading to higher satisfaction rates.

Reduced Escalations

Proper ticket assignment to skilled agents reduces the need for escalations, as issues are resolved at the first point of contact more often.

Increased Productivity

Agents can focus on their assigned tickets without wasting time searching for work or handling tickets outside their expertise, boosting overall productivity.

Ticket Assignment Best Practices

1. Define Clear Criteria - Establish specific rules for ticket routing based on your business needs
2. Monitor Agent Performance - Track assignment patterns and adjust rules based on resolution rates
3. Balance Workload - Ensure tickets are distributed evenly to prevent agent overload
4. Consider Skill Levels - Match ticket complexity with agent expertise
5. Use Automation - Leverage automated assignment to reduce manual work and human error
6. Review and Optimize - Regularly review assignment effectiveness and make adjustments as needed