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What does reassign mean?
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.
Frequently Asked Questions
How do you define the term reassign?
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.
What are the benefits of using the reassign option?
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.
Can you use the reassign feature in LiveAgent?
You can use the reassign feature in LiveAgent. You can easily transfer your ticket from one agent to another.
Martinus.sk is the largest online store in Slovakia, prioritizing customer satisfaction. They switched to LiveAgent for better customer support, leading to improved response time, efficient ticket management, and positive feedback from support representatives. LiveAgent's web-based platform and customization options have been highly beneficial for the agents.
Migrating from Vision to LiveAgent?
LiveAgent offers a help desk software for SMBs with varying plans for small, medium, and large businesses. The plans include unlimited ticket history, email addresses, live chat buttons, departments management, and WhatsApp. The software is highly rated and reviewed by well-known companies with a free 14-day trial and no credit card required. Migration of data is also possible.
Assigning tickets in LiveAgent is crucial for timely and efficient customer support. Tickets can be assigned manually or automatically, and agents are responsible for handling and resolving them. LiveAgent offers a 14-day free trial and customizable ticket fields for a cost-effective and user-friendly experience.
