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From one support agent to three - Best practices?

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Lan Vuga

Posted Jul 22, 2022

Hi!

Until now, only 1 person in our organization was handling support tickets. Now we will have 3 people. I can’t seem to find some of the best case practices on what to do in this situation.

We want to distribute tickets automatically between 3 agents, but If possible the agent that started solving the issue should also cover all the other connected tickets from that email (customer).

Can you please guide me in the right direction? How do we set this up? What are some of the best practices?

Thank you

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    Christine

    Zendesk Engineering

    Hi Lan, currently there is not a native way to assign tickets to agents equally. However, the Round Robin app allows for your agents or groups to have tickets assigned to them equally.
     

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    Lan Vuga

    Thank you very much Christine!

    I think this is what we were looking for.

    Will forward this to the team and see what they come up with.

    Best Regards,

    Lan

     

     

     

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