Responsibility features
LiveAgent's responsibility feature assigns and tracks support ticket ownership, automating transfers and notifications. It enhances transparency, efficiency, an...
6 min read
Responsibility
Ticket Management
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What does reassign mean?
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.
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.
Ticket Reassignment in Customer Support
Importance
Efficiency: Reassigning tickets helps in distributing workload evenly among agents, ensuring that support requests are handled promptly. LiveAgent’s recent updates on ticket reassignment options provide greater flexibility in managing solved tickets, allowing organizations to optimize efficiency.
Expertise Matching: Tickets can be reassigned to agents with specific expertise related to the issue, leading to quicker and more effective resolutions.
Customer Satisfaction: By ensuring that queries are handled by the most capable agent, customer satisfaction is likely to improve. However, frequent ticket reassignment negatively impacts satisfaction, as shown by HappySignals’ research.
Challenges
Time-Consuming: Reassigning tickets can be time-consuming, especially if done frequently, which might lead to delays in issue resolution. The ‘ping-pong" effect of tickets being passed around can frustrate customers, as highlighted by HappySignals.
Customer Frustration: Frequent reassignments may cause frustration among customers, who might feel they are being passed around without their issue being addressed.
Best Practices
Limit Reassignments: Minimize the number of times a ticket is reassigned to prevent customer frustration. LinkedIn suggests understanding the audience and tailoring support to reduce the need for reassignment.
Automate Processes: Use automated systems to identify and assign tickets to the most appropriate agent initially, reducing the need for reassignment. LiveAgent’s new reassignment options can help automate and streamline processes.
Clear Communication: Inform customers whenever their ticket is reassigned and explain the reason, maintaining transparency and trust.
