What does reassign mean?
A ticket can be reassigned (transferred) from one agent to another during its lifecycle. The reasons for this can be various, such as the agent being inexperienced in a particular field, the customer requesting another agent, the agent’s unavailability, and many others.
Reassigning tickets isn’t recommended as it can be quite time-consuming for agents. Also, the customers may not be happy about being thrown between agents. In case of too many reassigns on the same ticket. However, reassigning is a part of the attended transfer process, so it’s better your agents don’t skip it.
Frequently asked questions
How do you define the term reassign?
Reassign is the rewriting of a ticket from one agent to another during the life of the ticket. This can be caused, for example, by the agent's lack of knowledge or experience in a specific topic, the agent's unavailability, or a request to change agents.
What are the benefits of using the reassign option?
The advantage is that the client can get a quick response to a bothering topic. However, you should not do this multiple times with one ticket as it can be dissatisfying with customers and can also be burdensome for agents.
Can you use the reassign feature in LiveAgent?
You can use the reassign feature in LiveAgent. You can easily transfer your ticket from one agent to another.
Expert note
Reassigning tasks efficiently is crucial for streamlined operations and effective customer service. With LiveAgent, you can easily and quickly reassign tasks to the right team members, ensuring a faster resolution time and a satisfied customer experience.
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.
LiveAgent offers various solutions for businesses, including ticketing systems, chat distribution, and email notifications at a starting price of $11 per month. OneDesk provides similar ticketing tools and automation features, but their interface may take some getting used to. LiveAgent also offers a free 14-day trial and one-on-one demos to showcase their benefits. Contact forms and live chat are available but require cookies to be accepted. Quality Unit, LLC owns LiveAgent, and their website uses cookies.
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.
Ticketing systems can greatly improve the customer support experience, providing agents with helpful tools for personalized service and improving overall customer satisfaction. Investing in ticketing software can lead to increased revenue and positive word-of-mouth. However, many businesses neglect this area, suffering from outdated systems and frustrated customers. According to surveys, disconnected systems prevent ticket resolution, contribute to customer churn, and reduce customer service representative turnover rates. Investing in ticketing software is crucial for a successful business.