It is pound of the new released software that we have combated the problem of ticket missing, in other words, in our system, any ticket will find its answer ultimately, which means you will not miss any ticket via our system. Therefore, I will introduce the ticket assignment logic to you to help you to understand the whole assignment rules.
First and foremost, the staff is out of office in vacation. This is common phenomenon that always happens in the company. If the service staff is leaving far from the society, such as have a vacation in Africa or Maldives without the linked in devices, how does he or she have the answer or reply to the newly submitted ticket? In our system, this is not a problem. Since the classified company regulation, I can only tell you some details in this section: all the service staffs have a back up staff as the preparation for the responding. If one service staff is not near the computer or not log in the system, the assignment rule will redirect the ticket to the back up staffs to tackle. Never mind the ticket missing with the amazing and gorgeous logic.
In the other side, if people want to reopen the ticket, while the staff is offline, how does the software do at this situation? From our software, when staff is in idle offline or non-response in one specified time,the ticket will be reassigned after the interval.As the result, with regard to the department priority, the system would escalate the ticket status automatically when it just past the interval to reassign to other people by the assignment logic again.
Thus, when you are experiencing the operating of the customer service software, please test the ticket assignment logic with your own feeling.
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