No way to change assignee on a support ticket via chat
CompletedI really really really wish that when a ticket is created in support that you could have the option to re-assign the assignee on the support ticket.
Say for example you have an agent who serves a chat and then transfers it to another agent and the agent needs to find that ticket to escalate it etc. It's difficult because if the agent does not remember that they didn't initially serve the chat it can be really difficult to find the support ticket after the fact.
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Hi Amanda,
Thanks for sharing your feedback. We are releasing a new setting for the ticket creation feature in the next week or so that will assign the ticket to the last person in the chat session. This should resolve the problem for you when an agent transfers the chat to another agent.
-Ramin
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Hi Ramin - any update on this new setting? It has been a few weeks but our tickets are still being assigned to the first agent and not the last. Perhaps I just don't know where to change the setting?
Thanks for any info you can provide!
~Kate
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Hi Kate,
Yes the settings is now in the dashboard. You can navigate to the dashboard > account > Zendesk Support to change the settings to have the ticket assigned to the last agent instead of the first
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Awesome! Thanks for the quick reply, Yunen. :D
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