Who is an assignee?
An assignee is a person to whom an assignment is made. This person is responsible for carrying out the assignment.
In LiveAgent, an assignee is an agent that has been assigned to a ticket. Once the ticket has been assigned to the agent, they are responsible for resolving, or escalating it.
Tickets can have various forms. In LiveAgent, all customer interactions are processed via ticketing software. No matter the communication channel from which the interaction originates, all tickets arrive in the universal inbox. From there, agents can assign tickets to themselves, or other agents or the tickets can be assigned using automation.
Once an agent takes ownership of the ticket, they are responsible for contacting the customer, carrying out any action needed to successfully resolve the issue, and providing the best customer service possible.
Having an agent assigned to each ticket makes it easier to provide a consistent, personalized experience to the customers, monitor agent productivity, keep up with company goals, and provide overall better customer service.
Frequently asked questions
What does the term assignee mean?
An assignee is 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 it easier to navigate your way through ticketing software using filtering, tags, etc.
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. Different ticketing software solutions allow you to assign different permissions to agents, so they can carry out their tasks efficiently.
How to access the list of assignees in LiveAgent?
The administrator and the owner have access to the list of assignees in LiveAgent. Thanks to this, they can filter by specific assignees and receive precise information about the tickets they handle.
Expert note
Assignee is a critical tool for maximizing team efficiency and productivity in customer support. It allows for seamless task allocation and management, improving overall service quality.
Email notifications are messages sent to customers and support agents regarding updates on specific support tickets which can significantly improve communication in customer support. Email notifications serve as reminders for support agents regarding unresolved tickets while it provides a response to customer queries and updates throughout the ticket resolution process. Email notifications can come in the form of welcome emails, activity alerts, and password resets. In LiveAgent, different types of email notifications can be set as preferred by individual agents in their profiles.
Asana is a team collaboration and work management tool used for projects, assigning work, setting deadlines, and communicating with colleagues. By integrating Asana with LiveAgent via Zapier, you can automate tasks like adding a new customer, creating a new conversation, or adding/removing a customer from a group. Asana can be used in LiveAgent to manage tasks in one platform, increasing team efficiency. Several resources related to LiveAgent are also provided.
LiveAgent is a customer service software that offers features such as data migration, client portals, and email management. They also have VoIP partners, affiliate programs, and a support portal. LiveAgent offers a free trial, and they have won awards and certificates for their services. They provide resources such as a blog, glossary, templates, and webinars. They offer costs calculator and typing test tools. Sales contacts and social media links are available for further information. Quality Unit, LLC owns LiveAgent, and they have a terms and conditions, security policy, privacy policy, and GDPR statement. They notify sign-ups when their account is installed and being built. LiveAgent's website uses cookies, and users can decline or accept them.
