What is an assign ticket function?
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 software. When a customer contacts your business, a ticket is created for your customer service representatives to solve.
Types of tickets you will receive most often include
- Incoming emails
- Live chat tickets
- Social media messages or mentions
- Customer calls
- Request forms
- Feedback from customers on various forums
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, agent skills, ticket type, agent availability status, and more.
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.
Frequently asked questions
What does it mean to assign a ticket?
Assigning a ticket means that the ticket must be routed to the appropriate agent or department to be able to act on it. Once the ticket is assigned to an agent, they are responsible for either resolving it or escalating it further if needed.
How can you assign tickets using LiveAgent?
In LiveAgent, you can assign tickets to agents using the “Assign to” function on the top of the ticket. Tickets can also be assigned automatically after the agent starts working on them. There is also the possibility to change the current assignee of a ticket if it is forwarded to a different agent. With this change, the new assignee becomes also the new ticket owner.
Is assigning tickets automated?
LiveAgent has the option to assign tickets automatically. You can also customize your own criteria, rules, and conditions in the configuration.
Expert note
Assigning tickets in a streamlined and efficient manner is crucial for providing prompt and high-quality customer support.
A ticket management system is software used by customer support representatives to manage and store various customer queries from multiple channels. It streamlines all customer messages from social media, live chat, email, phone, and customer portals. A ticket management system must have features such as a single, centralized inbox, hybrid ticket stream, ticket splitting and merging, departments, tags, ticket routing, automation, data analytics and reporting, private notes, responsibilities/assignments, gamification, omnichannel support, SLA compliance, built-in CRM, internal chats and calls, and third-party integrations. Ticket management systems are used by customer support agents, IT staff, marketers, and sales representatives. Using Gmail or Outlook for ticket management may result in lost or forgotten tickets, duplicate answers, and difficulty in organization, search, and overview. Ticket management systems solve problems by improving slow response times, reducing churn, improving productivity, and increasing customer satisfaction.
A ticket system is a common inbox for all customer tasks, with messages automatically converted into tickets. Key features include multi-channel availability, personalization, automation, personalized ticket pages, categories and tags, and the ability to build a knowledge base. LiveAgent is a ticketing system that automatically tracks and converts all customer problems into tickets. Ticket management systems streamline customer messages from multiple channels and must have features such as centralized inbox, ticket routing, and data analytics. Ticketing systems help improve response times, reduce churn, and increase productivity and satisfaction. An open source ticketing system is cost-effective compared to proprietary systems.
Automated ticket distribution is a help desk function that assigns help desk tickets to support agents according to predefined rules. It can increase efficiency, productivity, and reduce response and resolution times. LiveAgent offers various methods of automated ticket distribution for chatting, phone calls, and tickets. These methods ensure that agents always have optimal service ticket loads and enable customer support on the go. Automated ticket distribution improves resolution times, customer satisfaction, and saves time and money. LiveAgent offers a free trial and concierge migration services for its all-in-one help desk solution.
A ticketing system is a tool that organizes and manages customer service requests to improve efficiency, prioritize tickets, and provide real data insights. Features of LiveAgent ticketing software include a universal inbox, hybrid ticket streams, clickable ticket IDs, CRM integration, agent collision detection, automated ticket distribution, SLA management, tags and filtering, private notes, ticket splitting and merging, internal chat and call, automation rules, reporting, and gamification. LiveAgent can connect with various communication channels to generate support tickets automatically. Customer testimonials praise LiveAgent for its ease of use, reliability, and cost-effectiveness.
