Assigning a ticket by agent request

There are support teams in which it is accepted that the agents assign tickets to themselves. Such a scheme has pros and cons. One of the cons is agents cherry-picking.

Agents could take the next ticket from the queue by clicking on the button in Zendesk® agent interface. What ticket the agent will get depends on queue prioritization, rules set (if assignment by rules is on), and of course his luck.

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk