Change the priority of the ticket and assign it to a different agent or a group
In this article, you will learn how to change the priority of a chat/email ticket and transfer it from one inbox agent to another.
Configure priority and group on the Raise ticket node
- While creating flows (on Studio) using Raise ticket action node, the bot builder can assign a priority to the chat/email tickets. Tickets created through this flow will have the assigned Priority.
- You can configure Priority in the action node by enabling Advanced options. In the below example, all the tickets created will be assigned to the Complaints Department (configured in group settings and the priority is High.
To change the Priority/Assignee, follow the below steps:
Assign chat tickets to a different agent or group
note
Inbox Agent or Admins cannot change the priority of chat tickets.
Refer to this doc to learn about chat screen and chat details.
- Open any ongoing chat > Details and click Transfer (this option will be available based on the configuration of custom fields.
- Select the Agent/Group to which you want to transfer the ticket. Confirm the reassignment.
- Your chat will be transferred to the selected inbox agent or the concerned group/team (tickets will be autoassigned to the agents in this group).
- While re-opening the missed/resolved chats, Inbox Admins can select the Priority of the ticket and assign the ticket to a particular Category/Agent.
Change priority and assign email tickets to a different agent
Refer to this doc to learn about email ticket screen and statuses.
note
- Inbox Agent and Admins can change the priority of email tickets.
- Priority and Assignee can be changed from the email tickets page. Search for the required ticket and select the priority/assignee (group/agent) from the dropdown.
- You can open the email ticket and view the details. Modify the Ticket Details (change the priority and assignee). These changes will be updated on the Activity log.
