Freddy AI for CX
AI-powered CX automation suite to deliver effortless customer experiences.
By Use Case
Back to Glossry
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:
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.
Unlimited Agents. No strings attached. No credit card required
Sorry, our deep-dive didn’t help. Please try a different search term.