What Does Reassign Mean?
Tickets can be reassigned (transferred/forwarded) from one agent to another during the conversation. The reasons for this can be different, such as the agent does not have competent knowledge in a particular field, a customer requesting another agent, the agent is not available at a specific moment and many others.
Reassigning tickets isn’t recommended as it can be quite a time consuming for agents. It is important to know that customers may not be happy about being thrown between agents in cases of too many reassigns on the same ticket.
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