Ho do I set up an automation to assign a new ticket to the agent who views?
How do I set up an automation where an agent is automatically assigned as the ticket assignee once they view a ticket?
背景:
Given ZenDesk's lack of case routing technology, support reps must manually view new tickets in the queue and manually assign the ticket to themselves. However, several problems exist with this approach:
- The more simple & less complex tickets are 'cherry-picked' from the queue, which leaves the more complex, and often more urgent tickets, unassigned in the queue for longer (and ZenDesk has no specific reporting that is easy to extract to identify and stop this behaviour)
- When multiple agents view a ticket, they assume the other is dealing with it, and the ticket stays in the queue, in a new & untouched status, for longer.
- I currently use the automation to 'assign the first responding agent as ticket assignee'; however, when multiple agents are viewing a new ticket at the same time, I've had examples where the customer received numerous responses within seconds of each other from different agents for the same query.
Enabling automation to auto-assign the agent who views the ticket first would solve all of the above.
On a side note, I'm becoming increasingly frustrated at ZenDesk's lack of, what I deem, basic functionality as a customer support CRM software tool. The above request is only one area gap in what should be a standard setting, including the absence of any usable case routing technology.
-
Official comment
The way our routing engine works is that you would have triggers that decide which group a ticket should go to based on tags, custom fields, customer value - whatever you want. Then when the ticket is assigned to the group, the routing engine steps in and picks an agent in the group on the agents status, spare capacity and (soon) skills.
-
Hello,
maybe the entries in this post will help you:
https://support.zendesk.com/hc/de/community/posts/4497105610522-Feature-request-History-of-the-ticket-viewedBest Regards
尼尔斯 -
We actually haveomnichannel routing, designed to route tickets directly to agents, which I believe will address the above issues
Barry
-
HiBarry Neary, thanks for the response however, this does not address my issue. ZenDesk's routing technology lacks the customization ability required to tailor ticket routing based on our business needs. Tickets routing can only be routed by; Availability, Capacity, and Priority.
No ability to route tickets based on customer value, based on tags, based on case status, and list goes on.
Again, these features should be a standard requirement for a CRM tool.
-
Barry NearyI'm unsure as all this is only available for Enterprise plans, right?
-
Omnichannel routing is available to customers:
- who are on agent workspace
- if they have a chat subscription they need to have messaging enabled
routing is available across all plans, but for Professional and Enterprise you can priority route, that is use the system priority field to decide where the ticket sits in the queue to be routed
Barry
Pleasesign into leave a comment.
6 Comments