Assignment Rules
Assign Tickets Manually
By default, a new ticket received in the Zoho Desk will stay unassigned, unless there is assignment or round-robin rule is defined. The support manager or the administrator has the privilege to assign those unassigned tickets to the respective agent ...
Assigning Tickets using Workflow and Assignment Rules
Automatic assignment of tickets to agents can reduce the chances of missing out addressing customer requests. It improves ticket handling as businesses can plan and triage tickets to the right team and agents to ensure there is no delay in responding ...
Automatic Triaging and Assignment of Tickets
As a B2C, your customer support team may be directly involved with resolving customer questions, or you may be bound by the contract to extend support services to other businesses as a service provider. In either case, the key factors that determine ...