Sticky Assign

The Sticky Assign feature ensures continuity in support by automatically reassigning reopened tickets to the same agent or bot who handled them previously.

📍How to Enable Sticky Assign:

1. Go to the Manage section.

2. Click on All Inboxes.

3. Click on the three-dot menu beside the desired inbox.

4. Select Sticky Assign from the dropdown and toggle it ON to activate the feature.

🧠 How It Works

• When enabled:
  If a closed ticket is reopened, it will be automatically reassigned to the same agent or bot who last handled it.
  This helps maintain conversation history, context, and accountability.

• When disabled:
  Reopened tickets will remain unassigned, allowing your team to manually assign them based on availability or other criteria. Also in case you have made a bot integrated with the inbox, if a ticket reopened by the user, will be assigned to the bot only.

✅ Why Use Sticky Assign?

• Ensures seamless customer experience with a familiar point of contact.

• Reduces onboarding time for new agents joining mid-conversation.

• Improves team efficiency and accountability.