An assignee is a responsible agent to each user's request. It is possible to distribute requests to agents in EddyDesk:

  • With the help of automation tools;
  • Independently, in the general list of requests and on the work panel of the request.

The option of choosing the assignee depends on the peculiarities of the organization business process. Examples:

  • Each specialist can have no more than three dialogs at a time. As soon as one is completed, the next one is immediately assigned to them, and so on.
  • The request must be transferred to a colleague from another department;
  • The manager of the customer support department must select the assignee;
  • Operators do not see other requests except the ones assigned to them.

Thanks to this field, it is possible to evaluate the efficiency of agents in EddyDesk analytics section.