Assign Ticket

What is an assign ticket?

Assign ticket is the process of assigning a customer complaint or query ticket to a customer care representative with the objective of resolving it. Tickets unassigned remain unresolved.  

When a customer connects with a business by email, phone, social media, or a dedicated customer portal, a ticket is created. Ticket management software or helpdesk software keeps track of the tickets and assigns them to an agent based on the agent’s workload, expertise, or availability. This helps ensure faster resolution and efficient agent utilization. 

There are two ways to assign tickets: - 

1. Manual: When agents assign tickets to the appropriate team members, it’s the manual way of assigning tickets while keeping factors like complexity, expertise and workload distribution in mind. 
2. Automated: When algorithms and predefined rules are leveraged to automatically delegate tickets to the right agents based on complexity, expertise and workload.   

What is the right criteria for assigning tickets?  

The right criteria for assigning tickets involve: -  

1. Analyze your ticketing needs 

Determine the most frequent types of tickets like billing inquiries and product information. Simultaneously assess the expertise of your support team.  

2. Set up call routing

Determine a routing criterion to direct calls based on issue type, customer profile and priority. Deploy call center software to automatically direct calls to the right agent or department  

3. Set up skill-based routing rules 

Categorize issues and map them to agents with expertise to resolve them. Set up your ticketing system to assign tickets to the right agent automatically.  

4. Find agent availability 

The system tracks real-time agent availability and overall workload. Then assign the tickets to the available agents.  

5. Leverage scheduling to set ticket priority

Define criteria for high, medium and low-priority tickets. Use a scheduling tool to set ticket priority and set rules to ensure high-priority tickets are assigned first.