When you start receiving hundreds of tickets for your agents, you will discover that it is easy for agents to have difficulty managing them and figuring out who is responsible for what. This is why LiveAgent has some features that can help you decide on who is responsible for which tickets, and then make sure that the agents have an easy way to manage their workload.
When you setup the system, you will be able to choose how tickets are assigned. They can be manually assigned to specific agents, or you can set rules which will do that automatically for you. For instance,you can setup a rule where specific department tickets are sent to a specific agent who is well versed in that department.
It is also possible to assign a ticket to yourself so you can show everyone that you are working on it. This will save time when two agents are looking at the same ticket, as they will instantly know that the ticket has been assigned to one of them. The system will only assign each ticket to one agent, so there is no need to worry about multiple agents working on the same issue.
All tickets that have been assigned to an agent are visible in the left panel of their console. They can easily open them from there – even the ones they have already answered – with the only tickets not being visible are the ones that are resolved.
