How to Assign Tickets to a Help Desk Agent

Using ProProfs Help Desk, you have the option to manually assign tickets to specific agents within an inbox, if necessary. This feature can be particularly beneficial in certain scenarios, as it allows for more control over ticket distribution. Additionally, assigning tickets can serve as a valuable training tool for agents, enabling them to gain experience and improve their skills.

For instance, if an agent has expertise in JavaScript, assigning JavaScript-related issues specifically to that agent would result in more effective customer support.

Benefits of manually assigning tickers to specific agents:

• Improved efficiency and effectiveness: Assigning tickets based on agent skills leads to quicker resolutions, increased customer satisfaction, and better resource utilization.
• Enhanced agent performance and development: Assigning tickets helps newer agents gain experience, improves agent accountability, and fosters skill development.
• Personalized and specialized support: Ticket assignments enable personalized customer interactions, targeted expertise, and consistent service delivery.

Here's how you can assign a ticket to an agent:

Step 1: Go to the Inbox and open the ticket you wish to assign.

Step 2: Choose the desired agent from the Staff Name drop-down to assign the ticket.

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.