What is automated ticket distribution?
Automated ticket distribution is a help desk function that automatically assigns help desk tickets to support agents according to predefined rules. Each help desk has a different set of automated ticket distribution rules such as round-robin, ring to all, random assignment, or max utilization.
Why is automated ticket distribution important?
Automated ticket distribution can help your customer service teams in numerous ways. It can:
- Increase efficiency and productivity
- Shorten response and resolution times
- Leave less room for human error
- Save time and reduce costs
77% of consumers say that inefficient customer experiences detract from their quality of life.
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
What types of automated ticket distribution methods are there in LiveAgent?
LiveAgent help desk software has multiple different automated ticket distribution methods for incoming tickets, phone calls, and chats.
These automated ticket distribution methods ensure your agents always have optimal service ticket loads, a rotating phone duty, and designated pause times for rest. Combined with its many other features, LiveAgent support ticketing tool increases both customer and employee satisfaction, making it the best ticketing tool solution around.
LiveAgent’s chat routing options
Ring to all
The ring to all method notifies all online agents that there’s a new incoming call/chat and rings until it’s picked up.
Max utilization
The max utilization method assigns new chats to the agent with the highest number of running chats to keep utilization at the maximum level. Once the customer representative has no free chat slots, new chats will be routed to the next available agent. With this method, you can maximize the ticket volume for chatting agents and let other agents work on offline tickets.
Average utilization
The average utilization method assigns new incoming chats to the agents with the lowest number of running chats to keep the same utilization for all online agents. In essence, this automated ticket distribution method balances concurrent chats between all available support agents.
Random assignment
The random assignment ticket distribution method assigns tickets on a random basis. This ticket distribution method can on average, and over time, help you assign the same number of chats to each of your agents.
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Chatting priorities
If you’d like, you can set up chatting priorities for specific agents. As a result, new chats will be routed to agents with the highest priority (1 – highest, 100 – lowest).
Max chat load
Define the maximum chat load volume for each agent. Once the maximum volume is reached, new chats will be routed to other online agents with high chatting priorities.
Phone routing and agent priorities
There are two options for phone routing:
- Random assignment – incoming calls will be assigned to an online agent at random.
- Priority assignment – incoming calls will be assigned to a free agent with the highest priority.
Call routing to a personal device
With LiveAgent, agents have the option to route incoming calls to a personal device, such as a mobile phone. This enables agents to provide customer support on the go.
How to set up automated ticket distribution in LiveAgent
Chat distribution
- Log in to LiveAgent
- Click on Configuration (cogwheel icon in the left-hand menu bar)
- Click on Chat
- Click on Chat settings
- Find the Chat routing section and select the distribution method that you prefer
- Click Save
Call distribution
- Log in to LiveAgent
- Click on Configuration (cogwheel icon in the left-hand menu bar)
- Click on Call
- Click on Settings
- Find the Call routing section and select the distribution method that you prefer
- Click Save
Ticket distribution
Setting up automated ticket distribution for emails, social media queries, and knowledge base tickets can be done in two ways.
Ticket distribution via departments
- Log in to LiveAgent
- Click on Configuration (cogwheel icon in the left-hand menu bar)
- Click on Departments
- Either Edit an existing department or create a new one (if you’re creating a new department, ensure the To solve enabled option is checked)
- Click on Agents and add the agents that will be responsible for solving the tickets from this department
- Click Save
- As an example, you can click on Twitter and Twitter accounts. Click Edit and in the Department section, select the department that you just created. This step can be recreated for Viber, Facebook, Instagram, call buttons, video chat buttons, chat buttons and invitations, contact forms, and mail accounts.
- Click Save. From now on, any new Twitter tickets will be routed to the department that you selected, and will only be visible to the agents you’ve selected. New incoming Twitter tickets will show up in their To Solve section. Once an agent opens a ticket from the To Solve button, the system will automatically assign that ticket to them.
Ticket distribution via agents
- Log in to LiveAgent
- Click on Configuration (cogwheel icon in the left-hand menu bar)
- Click on Agents
- Click on Edit or create a new agent (if you’re creating a new agent, fill out their personal information and proceed to the next step)
- Click on Departments and add them to the departments that they belong to (do the same in the Tickets, Chats, and Calls section)
- Click Save
Utilizing rules to create your own workflows
If you want to go a step further, you can use automation rules to create unique workflows that act as ticket distribution methods. To do so, log in to LiveAgent, click on Configuration, select Automation, click on Rules and click Create.
Feel free to play around with different scenarios. When it comes to LiveAgent’s automation, the possibilities are endless.
Benefits of automated ticket distribution
Improved resolution times and customer satisfaction
When a ticket is assigned to the right agent at the right time, it can have a positive impact on its resolution time which in turn, can directly affect customer satisfaction. Satisfied customers are the cornerstone of every business, as they affect recommendations, online reviews, word-of-mouth, and sales. As such, every business should strive to keep their customers happy with excellent service, fast response times, and a personalized approach.
Automated ticket distribution saves time and money
Can you imagine assigning each ticket responsibility manually? Not only would this be an extremely time-consuming task, but it would also be very expensive. Thankfully, free help desk software like LiveAgent can handle automated ticket routing at scale. Leave the logistics to us, so your agents can focus on what’s important — nurturing customer relationships.
Knowledge base resources
To learn more about automated ticket routing, check out our knowledge base resources:
- How to automatically assign a ticket to an agent
- How to automatically assign a ticket to an agent after they reply
- Departments set up
- How does chat routing work
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Tired of manually assigning customer support tickets to agents?
With LiveAgent's automated ticket distribution, you can easily set up rules and criteria to automatically assign incoming support tickets to the most qualified agent.
LiveAgent is a help desk software that improves customer service in eCommerce businesses. It offers a unified inbox and customization options to streamline support and manage inquiries. LiveAgent also provides features like ticket management, VoIP phone systems, and call center software. It has received praise for its ease of use and cost-effectiveness with pricing starting at $9/month/agent. LiveAgent offers a 14-day free trial and the ability to export tickets in HTML or PDF format. It encourages sign-ups for a free trial and is currently building a dashboard for new customers.
LiveAgent is a customer service software that improves engagement and streamlines support in eCommerce businesses. It offers ticket management, VoIP phone systems, and call center software. With pricing starting at $9/month/agent and a 14-day free trial, it is cost-effective and user-friendly. The software also provides a unified inbox, customization options, and the ability to export tickets in HTML or PDF format. LiveAgent is currently building a dashboard for new customers.
The text provides information about LiveAgent, a customer service software company. It includes details about their services, awards and partnerships, as well as a glossary and other resources. The text also offers contact information for sales and support, and encourages sign-up for a free trial. LiveAgent is currently building a dashboard for new customers. The website uses cookies, and offers a variety of communication channels for customer contact.
