Smart Ticket Assignment
Assign tickets to available agents in Round Robin format
In a round-robin format, the incoming ticket is assigned to the immediately available or the least involved agent. The next ticket is assigned to the next available agent and so on. When all the agents have been assigned tickets once, the first agent will once again be assigned a ticket and the series will continue.
How To Create Smart Assignment Rules
Step 1: Create a Group
Go to Settings from the left navigation bar and choose Group Management.
If you don't have a group already, create a new group. Otherwise, select one from the list.
Scroll down and turn on the toggle for Smart Ticket Assignment.
You can then check the boxes to assign tickets to agents in this group who are either online, offline, away, a mix of these, or all of these.
Save Changes to complete the process.
Step 2: Create Automation Rules
Say, you want to assign all incoming tickets to your support group. So, you place a Ticket Block in your Default Sequence and select the group for which you created the Smart Ticket Assignment Rule.
Now all the incoming tickets coming through this automation sequence will be assigned to the selected groups in a round-robin format. Agents will be able to view the assigned tickets in their My Queue folder.
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