Best practices: Managing shifts of agents and ticket ownership

We have agents that come in different shifts and we’d like to assign a user account to each individual so that the interaction feels a bit more personal and feedback from clients is more relevant.

The challenge I’m trying to work through is what happens to tickets that are still open when the shift changes? As I understand it, if the agent that a client was speaking to signs off, the message will just sit in that agent’s queue instead of being routed to another available agent that can continue the conversation.

How do others address the issue of ticket ownership in situations like shift changes?

I believe the best way to achieve that is Zammads assignment timeout which will unassign the ticket owner if the agent is not working fast enough.

See: Group Settings — Zammad documentation

1 Like

This topic was automatically closed 41 days after the last reply. New replies are no longer allowed.