Ticket can be reassigned (transferred) from one agent to another during it’s llifecycle. The reasons for this can be various, such as the agent being inexperienced in particular field, customer requesting another agent, 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.
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.
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.
You can use the reassign feature in LiveAgent. You can easily transfer your ticket from one agent to another.
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