LiveAgent’s responsibility feature is a help desk task manager that keeps track of which department and which agent is responsible for resolving each support ticket. If a ticket is transferred from one agent to another, the ticket responsibility is automatically transferred as well.
If you are a solopreneur and are the sole administrator and agent of your account, all tickets will be automatically assigned to you.
If your account has multiple support agents, all tickets will be unassigned by default. If you want to automatically assign incoming tickets to a specific agent, you can create an automatic rule. If you want to assign tickets manually, you can click on the transfer button.
The ticket ownership/responsibility can be changed by either:
Remember, if a ticket gets transferred to a different department, it won’t be automatically assigned to an agent within that department. The ticket will only be transferred to their department, and one of the agents within that department has to assume responsibility by answering it or assigning it to another agent.
If you want to notify your agents about their new ticket responsibilities, you can set up automatic email notifications. They’ll receive an email notification whenever:
You can receive in-app notifications every time a new ticket is assigned to you if you set up your To Solve Button accordingly. Simply:
Providing customer service on the go? You can still receive mobile push notifications whenever:
Having a responsibility feature in place is important because it helps you identify which agent/department is responsible for resolving each ticket. In addition to that it:
With a responsibility feature in place, you’ll never hear the classic excuse “I didn’t know it was my responsibility” again.
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If a ticket’s ownership changes, the change will be displayed in the detailed ticket view (to ensure clear responsibility for ticket handling.) Both admins and agents can see these changes whether they happen automatically or manually.
Having clear ticket responsibilities eliminates confusion, guessing, and assuming. When each agent knows which tickets are their responsibility, there’s little room for errors. Having responsibilities in place ensures there won’t be any forgotten or unanswered tickets that everyone assumes “were taken care of.”
When each agent knows exactly which tickets they need to answer, they can really focus on their work, which improves their efficiency and workflows. Instead of having to figure out which ticket needs to be answered or prioritized, they can stick to the tickets that they’re responsible for and leave the rest be.
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The support team always responded promptly with quick to implement solutions.
It helps us categorize the nature of the tickets and statistically track what our clients need most.
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Because each agent knows exactly which ticket they need to answer, they don’t waste time looking for work. As such, ticket response times improve and directly impact customer satisfaction. In turn, happier customers affect sales and positive word-of-mouth.
When each agent knows exactly what they need to do, they gain a sense of ownership and responsibility for each ticket. This enables them to get invested and ‘emotionally involved’ in the resolution of each ticket. This empowers them even further and pushes them to provide the best service possible in an organic way.
We offer concierge migration services from most of the popular help desk solutions.
Take advantage of our responsibilities feature and let the system automatically assign tickets to the agents that are best equipped to answer them. Try it today. Start your free 14-day trial, no credit card required.
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