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


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:


1. On the Tickets page, select New from the left panel.  


2. Click the user icon for the Unassigned ticket, as shown in the screenshot, and select the desired agent from the dropdown to assign the ticket.


Assign ticket to an agent from the dropdown


Note: If required, you can use this method on already assigned tickets to reassign them to another agent.


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



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