Assigning and routing tickets
Supervisors can ensure that all tickets are attended to in a timely fashion by either manually assigning individual tickets to agents or routing one or more tickets to an automatic scheduler.

Assign manually

In the Tickets tab, select the ticket you want to assign manually to a specific department or agent. You can only manually assign one ticket at a time. Click the 'Assign manually' button.
In the pop-up, select the specific department and/or agent that you want to assign the ticket to and click 'Assign'.
The selected department may subsequently apply the routing logic within that department. If a specific agent is selected, the agent will receive the ticket in their roster view as a new chat. The ticket will be removed from the Supervisor's Tickets tab.
You cannot assign a chat to a department where no agents are available to receive the chat.

Route to scheduler

You can route tickets into a queue that applies the chat routing logic you have configured in the Preferences tab of your Chat Desk Settings. You can select multiple tickets at a time.
In the Tickets tab, select the ticket(s) you want to route to the scheduler and click the 'Route to Scheduler' button. The ticket will be removed from the Supervisor's Tickets tab.
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Assign manually
Route to scheduler