The Ticket Settings page controls how chat tickets are assigned to your support agents. By default, ticket assignment is disabled, so you must enable this feature to start managing conversations efficiently.

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Enabling Ticket Assignment

To activate ticket assignment, toggle the setting to enable it. Once enabled, you can choose between automatic or manual assignment methods.

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Auto Assignment

Auto assignment helps evenly distribute incoming chats among your available agents without manual intervention:
  • Off: Team members manually pick conversations from the Unassigned folder. This gives agents full control but may lead to uneven workloads.
  • Auto: Conversations are automatically distributed among all available team members. This ensures a balanced workload and faster responses.
  • Reassign Reopened Chats: You can enable this option to automatically reassign chats if a contact reopens a previously closed conversation.
    • If enabled, reopened chats will be reassigned to available agents automatically.
    • If disabled, reopened chats will either go back to the previous agent or stay unassigned, depending on the auto-assignment mode.

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Agent Access to Chats

  • Grant agents access to view all chats:
    When enabled, agents can see all conversations, including those not assigned to them.
  • Restrict agents to assigned chats only:
    Disable this option if you want agents to access only conversations assigned to them or new chats in the Unassigned folder. This improves privacy and focus on relevant chats.
Auto-assignment is best for teams needing quick and balanced chat distribution.
Manual assignment allows more control but requires active management.
Properly setting up ticket assignment ensures your team handles customer conversations smoothly, improving response time and customer satisfaction.