Who is an assignee?
When you are assigning a ticket to a customer representative, this customer representative is also called as assignee. So this agent is assigned to a ticket and he is responsible for it. Assignees are used to refer to the assigned customer representative in automations, reports and more. It is also easier to find information by filtering conversations by assignee. See tickets assigned only to that agent.
FAQ
What does the term assignee mean?
The term assignee denotes a person to whom something is assigned under the contract. In LiveAgent, it is the agent that is assigned to a given customer and is responsible for a specific ticket. This also makes the responsibilities of automation and reporting clear, and makes it easier to find a person by filtering.
What are the permissions of an assignee?
The assignee is fully responsible for the ticket to which he is assigned, so he can contact the client, as well as create reports and act within the ticket for which he is responsible.
How to access the list of assignees in LiveAgent?
The administrator and the owner have access to the list of assigns in LiveAgent. Thanks to this, they can filter by specific assignees and receive precise information about the tickets they handle.