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A Ticket reassign happens when a ticket, originally assigned to one agent, is assigned again to another agent. It could happen because of any one of the following reasons:

  • The ticket doesn’t fall under the first agent’s expertise
  • The customer asks for another agent to handle their problem
  • The original agent is unavailable
  • The original agent wasn’t up to the mark

If there are a lot of ticket reassigns on a ticket, the manager, or better yet the CEO, should jump in and just solve the issue themselves. Ticket reassigns don’t annoy just customers; they’re also a big drain on agent productivity.

Helpdesks have automations that assign tickets to particular agent or agent group based on the contents of a ticket or the requester of the ticket. Setting up such a rule that clearly matches the keywords in a ticket and agent expertise helps reduce ticket reassigns.

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