November 11, 2016 9:47 am Published by

Assigning/transferring a ticket to an agent

There are two ways to assign tickets to agents in Nifty Desk.

1. Assigning multiple tickets to an agent:

In your Nifty Desk dashboard, you are able to select multiple tickets. Once selected the tickets you would like to assign/transfer to an agent a drop down will appear above the upper right hand corner of the tickets table. Select “Assign” > Select the agent you would like to assign the tickets to and click “Apply”.

These tickets will now belong to the chat agent you selected.

nifty-desk-bulk-transfer

2. Assigning single ticket to an agent:

In Nifty Desk you are able to assign/transfer an individual ticket to an agent from within a ticket. If you are transferring a ticket to another agent in your support team, simply select “Assigne Agent” and select the agent you would like to assign this ticket to.

transfer_individual_ticket
Please note that when transferring tickets, the ticket status will remain, we highly recommend setting the ticket status to ‘Open’ when transferring tickets to an agent.

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This post was written by Dylan