This setting applies exclusively to admins.
What is it?
This setting automatically assigns unassigned tickets to the first admin who responds. When an admin replies to a ticket that hasn’t been assigned yet, the system automatically assigns it to them, ensuring accountability and efficient ticket handling.
How it Works:
- A new ticket is created but remains unassigned.
- Any admin can view and respond to the ticket.
- The first admin to send a reply is automatically assigned to the ticket.
- The ticket remains with the assigned admin unless manually reassigned.
Why Enable This?
- Ensures that no ticket remains unassigned.
- Reduces manual effort in assigning tickets.
- Helps maintain ticket ownership and accountability.
Things to Keep in Mind:
- If an admin replies but later needs to transfer the ticket, he/she can manually reassign it.
- This setting applies only to unassigned tickets—if a ticket already has an agent or admin, it remains assigned to them.
- Works across WhatsApp, Instagram, and Email (if enabled for those channels).