1. Create a ticket
(1) Agents can create tickets based on business needs in the workbench, enter the title, description, select the problem type, priority, handler, etc. There are three types of handlers
- Assign to Member: The ticket can be assigned to a specific member. The ticket will appear in the member’s My Tickets.
- Assign to Agent Group: The ticket can be assigned to a specific agent group. The ticket will appear in Unassigned within Group.
2. Process tickets
(1) Agent group managers can reassign tickets and specify the handling agent.
(2) After processing the ticket, you can select the ticket processing result