From one support agent to three - Best practices? | Community
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From one support agent to three - Best practices?

  • July 22, 2022
  • 2 replies
  • 0 views
Lan11

Hi!

Until now, only 1 person in our organization was handling support tickets. Now we will have 3 people. I can’t seem to find some of the best case practices on what to do in this situation.

We want to distribute tickets automatically between 3 agents, but If possible the agent that started solving the issue should also cover all the other connected tickets from that email (customer).

Can you please guide me in the right direction? How do we set this up? What are some of the best practices?

Thank you

    2 replies

    C
    Hi Lan, currently there is not a native way to assign tickets to agents equally. However, the Round Robin app allows for your agents or groups to have tickets assigned to them equally.
     

    Another option is to automatically assign tickets to the first responding agent. 

      Lan11
      • Lan11
      • Author
      • July 25, 2022

      Thank you very much Christine!

      I think this is what we were looking for.

      Will forward this to the team and see what they come up with.

      Best Regards,

      Lan

       

       

       

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