A ticket reassignment occurs when a ticket that was originally assigned to one agent is reassigned to another agent. It could happen for any of the following reasons:
The ticket is not within the scope of the first agent's expertise.
The customer requests that another agent handle their issue.
The original agent is no longer available.
The initial agent was not up to the task.
If a ticket has a lot of ticket reassignments, the manager, or better yet, the CEO, should step in and just solve the problem. Ticket reassignments are not only inconvenient for customers; they are also a significant drain on agent productivity.
