What is unassigned ticket?
A Ticket can get unassigned from itโs handler manually by another agent, or by utilising automated rules. In certain scenarios, itโs better for tickets to stay unassigned, yet still belonging to departments or being tagged.
An agent can unassign a ticket by using the Transfer feature and selecting Transfer to: Department; Assign to: Not assigned.
Frequently asked questions
How do you define an unassigned ticket?
An unassigned ticket is any ticket that has not been assigned to any agent, either manually, or covered by an automatic rule.
ย
How long should a ticket remain unassigned?
The ticket should be assigned as soon as possible. If this was not done by using an automatic rule, you must manually assign to the appropriate agent. However, there are situations when it is better not to assign a ticket to any agent, then it is important that it belongs to a specific department and that they are marked.
ย
Where in LiveAgent can you access a list of all unassigned tickets?
In LiveAgent, access to all tickets, including unassigned ones, can be found in the Tickets section in the Agent's panel.ย
ย
Expert note
Unassigned tickets can impact customer satisfaction and revenue. Assign tickets promptly to appropriate agents or departments for efficient resolution.
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.
LiveAgent is a customer service software solution that provides several features, including a complaint management system, email management software, self-service software, and an inbound call center software. It also offers client portal software and a help desk software for startups. With its typing test costs calculator, LiveAgent provides a pricing model that helps businesses estimate their expenditures. The company offers a free trial, and support includes a support portal and data migration. LiveAgent's sales contacts and social media accounts are available for users to stay up-to-date with the latest news and discounts. The company also provides GDPR-compliant policies and security measures.
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.
Assigning tickets is an important function that routes customer inquiries to the appropriate agent or department. LiveAgent offers manual and auto-assignment options, with the ability to customize criteria for prioritization. Once assigned, agents are responsible for resolving the ticket quickly and efficiently. This process makes ticket management more manageable while boosting contact center efficiency. LiveAgent also offers features such as unassigned tickets, transfer tickets, and automated ticket distribution.
