Auto-assigning tickets
The Agent Support team is the only PayCompass team that utilizes the "Enable automatic ticket assignment" feature in Freshdesk.
Support team tickets are assigned automatically through a round-robin distribution process across all members of the support group.
To ensure tickets are routed appropriately, Agent Support staff availability must be actively managed.
Staff members who are not available to receive new work, such as those who are off shift or otherwise unavailable, should be marked accordingly to prevent tickets from being assigned to them during those periods.
Proper availability management helps maintain efficient ticket distribution and ensures timely handling of support requests.
