Agent Assignment in Chat Tickets - Frequently asked questions
Discover how Zendesk assigns chat tickets when multiple agents assist. Explore common questions and detailed answers about agent assignment in chat scenarios.
Frequently asked questions
How does Zendesk assign chat tickets when multiple agents are involved?
Zendesk assigns chat tickets based on your account setup. In the standard interface, you can choose whether the first or last agent to assist is assigned the ticket. This setting can be configured in the Chat dashboard under Settings > Account >…
Can I configure which agent gets assigned a chat ticket in Zendesk?
Yes, you can configure which agent gets assigned a chat ticket in Zendesk. In the standard agent interface, you have the option to assign the ticket to either the first or last agent who assisted. This can be set up in the Chat dashboard under…
What happens to chat ticket assignment in Zendesk Agent Workspace?
In Zendesk Agent Workspace, chat tickets are initially assigned to the original agent who served the chat. However, the assignment can be changed by updating the Assignee field in Support. This allows for flexibility in managing who handles the…
Where can I find the setting to configure chat ticket assignment in Zendesk?
You can find the setting to configure chat ticket assignment in the standard agent interface by navigating to the Chat dashboard. Go to Settings > Account > Zendesk Support tab. Here, you can choose whether the first or last agent to assist is…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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