Since customers will not understand the inner workings of your company – or might just not take out the time – they will often report issues to the wrong department. When this happens, you have a ticket being sent to an agent who is not able to deal with the issue. Ordinarily, this could result in bad customer relations, but with LiveAgent, you can manually transfer the ticket to the right department.
With LiveAgent, the agent who picks up a ticket that is not relevant to their department can re-assign it to the correct department, or even assign it to a specific agent in that department. This means, that you can have specific agents setup to deal with specific issues, making them so specialized that they will be able to deal with issues much faster. Since your agents will know this internal division of labor, they will be able to make sure that the tickets are assigned most efficiently, and therefore answered faster.
Agents can also assign tickets to themselves so that other agents know that he or she is dealing with that specific task.
Setup automatic rules to assign the tickets to the correct agents. Rules help to automate any help desk or live chat task by routing email or chat based on the subject, body or any other parameter.
