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.
Zoho offers a comprehensive suite of award-winning on-line business, productivity & collaboration applications. Customers use Zoho Applications to run their business processes, manage their information and be more productive while at the office or on the go, without having to worry about expensive or outdated hardware or software
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I would recommend you to try Ticket Assignment for Zoho Desk. It would add a lot more value to your Desk account.
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