Shared Ownership of Tickets

Get improved agent visibility over tickets that require assistance from specialised teams with the ability to share tickets between agents.

Not compatible in new mint

Install available only on Desktop

Published by Freshdesk
over 1 year ago

in Agent Productivity, Advanced Ticketing

Help and Supportsupport@freshdesk.com https://support.freshdesk.com/support/solutions/articles/224194-setting-up-shared-ownership

Shared Ownership of Tickets

Get improved agent visibility over tickets that require assistance from specialised teams with the ability to share tickets between agents.

					        	Different tickets get resolved differently. Sometimes, the support agent has the solution. Sometimes, a third-party vendor has to step in. Sometimes, the agent requires the expertise of multiple teams in the organization - Finance, Legal etc. - before a solution can be found. 

When this is the case, more often than not, the ticket does the rounds and is assigned, in turn, to the different teams that need to work on it before it can be solved. A workflow like this means that the customer facing agent has no visibility into the progress made on solving the issue until a solution is reached and the ticket is assigned back to them. 

In fact, if the ticket is assigned to a group that does not include the customer-facing agent, the ticket becomes inaccessible to the agent. This means, if the customer were to reach out to the agent, the agent would have little to no idea of the status of the solution.

Shared Ownership gives the agent visibility into the issue even as different teams work on the ticket. With Shared Ownership, a ticket is shared between the primary agent, i.e. the customer-facing agent, and an ‘internal agent’. This way, the customer-facing agent or the ‘primary’ agent can stay in the loop even as internal teams work on resolving the issue.

Note: This feature is available on the Estate and Forest plan. If you signed up for Estate or Forest before Jan 2017 and do not see this feature in your account, please reach out to us.

Here's a sneak peek about the feature: https://youtu.be/6EihQPyJBLk

Learn more about the feature here: https://support.freshdesk.com/support/solutions/folders/272474
					        	
							1. Log in to your Freshdesk portal and head over to the Admin tab. 
2. Goto Apps and click on "Get more Apps" to open up the App Gallery. 
3. Once you choose Shared Ownership, simply click on the icon and hit ‘Install’.
4. Shared Ownership will be enabled in your account.

Full details - https://support.freshdesk.com/support/solutions/articles/224194-setting-up-shared-ownership
							

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