Table of Contents
1. Introduction
2. Manual Assignment of Agents
3. Automatic Assignment of Agents
4. Assigning Tickets via Targets
5. Skill-Based Routing
6. Omnichannel Routing
7. Conclusion
8. Pros and Cons
9. Highlights
10. FAQ
Introduction
In this article, we will explore different methods of assigning agents to tickets in Sandusk. As a customer experience enthusiast and consultant, I have worked with various companies and gained valuable insights into optimizing ticket assignment processes. We will discuss manual assignment, automatic assignment, assigning tickets via targets, skill-based routing, and omnichannel routing. Each method has its own benefits and considerations, so let's dive in and explore these options.
Manual Assignment of Agents
**š How to manually assign an agent to a ticket?**
To manually assign an agent to a ticket in Sandusk, follow these steps:
1. Access your Zen Desk account.
2. Locate the ticket you want to assign an agent to.
3. Click on the "Assignee" field and enter the name of the desired agent.
4. Update the ticket to save the assignment.
By manually assigning an agent, you have full control over the assignment process. The assigned agent will receive a notification and can promptly address the ticket. However, it's essential to set up trigger notifications to inform agents about ticket assignments.
Automatic Assignment of Agents
**š How to automatically assign tickets to agents?**
Automating the ticket assignment process can save time and ensure efficient distribution. Here's how you can set up automatic assignment:
1. Access the Admin Center in Zen Desk.
2. Navigate to Objects and Rules, then select Triggers.
3. Create a new trigger with an intuitive name, such as "Assign Onboarding Tickets to Barry."
4. Define the trigger conditions, such as "Ticket is created" and "Roca service is onboarding."
5. Specify the action to assign the ticket to a specific agent, like Barry.
By creating triggers, you can automate the assignment of tickets based on predefined conditions. This method streamlines the process and ensures tickets are promptly assigned to the appropriate agents.
Assigning Tickets via Targets
**š How to assign tickets to external agents via targets?**
In some cases, not all agents have access to Zen Desk. However, you can still assign tickets to external agents via email. Here's how:
1. Access the Admin Center in Zen Desk.
2. Go to Apps and Integrations, then select Targets.
3. Create a new target, such as "Send License Tickets to Dominic," and choose the email option.
4. Specify the email address and subject for the target.
5. Create a trigger to activate the target, defining the conditions and the target action.
By utilizing targets, you can forward tickets to external agents who can process them via email. This method allows you to involve individuals who may not require full access to Zen Desk.
Skill-Based Routing
**š What is skill-based routing for ticket assignment?**
Skill-based routing is a method that assigns tickets to agents based on their specific skills or expertise. By matching the ticket requirements with the agent's skills, you can ensure efficient and effective ticket resolution. Skill-based routing considers factors such as agent availability, language proficiency, and subject matter expertise.
Implementing skill-based routing can enhance customer satisfaction by connecting them with the most suitable agent for their specific needs. It optimizes resource allocation and improves ticket resolution times.
Omnichannel Routing
**š What is omnichannel routing for ticket assignment?**
Omnichannel routing involves assigning tickets to agents based on their availability across multiple communication channels. This method ensures that agents can handle tickets from various sources, such as email, chat, social media, and phone calls. Omnichannel routing provides a seamless customer experience by allowing them to reach out through their preferred channels.
By implementing omnichannel routing, you can centralize ticket management and provide consistent support across different communication channels. It improves agent productivity and customer satisfaction.
Conclusion
In this article, we explored various methods of assigning agents to tickets in Sandusk. Whether you prefer manual assignment, automatic assignment, assigning tickets via targets, skill-based routing, or omnichannel routing, each method offers unique advantages. Consider your specific requirements and choose the approach that best suits your organization's needs.
Pros and Cons
Here are some pros and cons to consider when choosing a ticket assignment method:
**Manual Assignment:**
- Pros: Full control over agent assignment, immediate notification for agents.
- Cons: Time-consuming for large ticket volumes, potential for human error.
**Automatic Assignment:**
- Pros: Time-saving, efficient distribution, reduces manual effort.
- Cons: Requires careful trigger setup, may not consider agent availability.
**Assigning Tickets via Targets:**
- Pros: Involves external agents, allows ticket processing via email.
- Cons: Requires additional setup for target and trigger, limited to email communication.
**Skill-Based Routing:**
- Pros: Matches ticket requirements with agent skills, enhances customer satisfaction.
- Cons: Requires accurate skill mapping, may limit agent availability for other tasks.
**Omnichannel Routing:**
- Pros: Provides a seamless customer experience, centralizes ticket management.
- Cons: Requires integration with multiple communication channels, potential complexity.
Consider these factors when deciding which method aligns best with your organization's goals and resources.
Highlights
- Manual assignment allows full control over agent assignment, but it can be time-consuming for large ticket volumes.
- Automatic assignment streamlines the process and ensures efficient distribution, but careful trigger setup is necessary.
- Assigning tickets via targets enables involving external agents who can process tickets via email.
- Skill-based routing matches ticket requirements with agent skills, enhancing customer satisfaction.
- Omnichannel routing provides a seamless customer experience across multiple communication channels.
FAQ
**Q: Can I assign multiple agents to a single ticket?**
A: Yes, you can assign multiple agents to a ticket by selecting their names in the assignee field.
**Q: How can I prioritize urgent tickets for assignment?**
A: You can set up triggers to automatically assign urgent tickets to specific agents or create a separate category for urgent tickets.
**Q: Can I change the assigned agent after ticket assignment?**
A: Yes, you can reassign a ticket to a different agent by updating the assignee field.
**Q: Is it possible to assign tickets based on customer preferences?**
A: Yes, you can implement routing rules that consider customer preferences, such as language or previous interactions.
**Q: Can I track the ticket assignment history?**
A: Yes, Zen Desk provides ticket history logs that track all changes, including agent assignments.
For more information on optimizing ticket assignment and improving customer service, consider exploring the AI Chatbot product by [Voc.ai](https://www.voc.ai/product/ai-chatbot). This AI chatbot can automate and reduce the workload on customer service teams, providing efficient and personalized support.
