Ticket Assignment for Zoho Desk

View agent availability in real time and assign tickets

Built for: Desk Developed by: Zoho Corporation
800+ Installs

Assigning tickets to the correct agent results in a faster response from the right person. To accomplish this, you need to know which agents are available, so you can assign tickets to agents who can provide the right response immediately. You also need to be able to see who's offline, check on their most urgent tickets, and assign those tickets to agents or teams who are currently online. Currently, you can see the availability of agents from the Headquarters dashboard in your help desk, but you can't assign tickets from inside the dashboard. This is where the Ticket Assignment extension comes to your rescue.

The extension lists the agents online at the top of the assignment window, followed by those who are offline. Agents online are noted by a solid green circle on their profile picture. Within the extension, you can assign new tickets or reassign those of offline agents to agents who are online.

Key Features:

  • Assign new incoming tickets to agents who are available online
  • Reassign tickets of offline agents to those who are available online
  • Assign tickets to a team irrespective of whether its members are available
  • See tickets organized by their ownership under three views: My Open Tickets, Other Open Tickets, and Unassigned Tickets

Tags

Deployment type Zoho platform
Published date May 26, 2020
Version 1.0
Latest Released date Dec 11, 2024
Category Agent Productivity
Pricing Free
Vendor Website

Compatible Editions

  • Standard
  • Professional
  • Enterprise
  • CRM Plus
  • Zoho One

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