Chat Ticket Assignment in Zendesk Agent Workspace
Understand how chat ticket assignment works in Zendesk Agent Workspace. Tickets start with the original agent but can be reassigned.
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 ticket after the chat has ended.
More related 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…
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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“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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