Learn how to efficiently manage ticket distribution in Bird's Customer Support. In this guide you'll learn:
Why ticket assignment is important for customer support
How to find and select tickets for assignment
Assigning tickets to agents or teams
Managing assigned tickets effectively
How to reassign tickets when needed
Step 1: Open the Support tab
From the main navigation on the left-hand side, click Support.
Then go to the Channels tab to view tickets by channel.
In this example, we’re using the Email channel.
Step 2: Select the ticket you want to assign
Browse the list and click on a ticket you want to assign to someone on your team.
Step 3: Assign the ticket
In the ticket view, click the Assigned agent dropdown to choose an agent.
You can also use the Assigned team dropdown to assign the ticket to a team instead.
In this case, we’ll select ourselves from the list of available agents.
Step 4: Return to the inbox view
Once the ticket is assigned, close the ticket window.
Click on Mail from the top menu to go back to your inbox.
Step 5: View your assigned ticket
In your inbox, click on the Open tab to see tickets that are currently open and assigned to you.
Select the ticket you just assigned to yourself.
Step 6: Reassign the ticket if needed
If you need to assign the ticket to someone else, click the Assigned agent or Assigned team dropdown again.
Choose the right person or group to handle the ticket.
This flexibility helps ensure the right team member is always handling the inquiry.
Step 7: Confirm the assignment
Double-check that the Assigned agent is correct before moving on.
The ticket is now officially assigned.
