I’m looking at building some automation in FreshDesk to assign incoming tickets to agents based on priorities in the customer record, for instance all of the tickets where the customer territory is Scotland should come to me, like this...
Has anyone implemented this before, and does anyone have any ideas on how we can deal with agents unavailability?
I’m hoping that somehow we can detect if the agent is unavailable, and if they are, leave the ticket unassigned
I’ve found this, but I can only select where agent status is unavailable. I'd want to only allocate the ticket if the agent is available.
I can’t work out how I’d make this work
Hi
I like the way you have approached. But automation wouldn’t check the availability of the agent during initial assignment. Instead you can try the skill based assignment.
Create a skill for the custom field territories and map the skill to the agent. When the agents switches on the their availability the ticket will be assigned to them based on the skill mapped in the ticket.
Assumption is that the ticket should be assigned to the group the agent belongs using automations or group mapping under Admin → Email.
Hi
I like the way you have approached. But automation wouldn’t check the availability of the agent during initial assignment. Instead you can try the skill based assignment.
Create a skill for the custom field territories and map the skill to the agent. When the agents switches on the their availability the ticket will be assigned to them based on the skill mapped in the ticket.
Assumption is that the ticket should be assigned to the group the agent belongs using automations or group mapping under Admin → Email.
That functionality's only available in Enterprise, and we’re using Pro/
Hi
Greetings from Freshworks community.
The availability of the assigned agent can be only checked to see if they are unavailable or out of office so the tickets can be routed to other agents in the assigned agent’s absence.
The workaround here would be to create groups based on the territories and assign the tickets to the respective groups via automation. You can enable “Load based ticket assignment” in those groups. This will ensure the tickets are only assigned when the agent is online. You can read about load balanced ticket assignment here: https://support.freshdesk.com/en/support/solutions/articles/221919-setting-up-load-balanced-ticket-assignment-threshold-on-the-number-of-tickets-
Let me know if this helps.
Cheers,
Kajal
Hi
The scenario we have is that Customers are assigned to an agent, and I need to route the tickets to that agent, except when the agent is on leave, where I want to leave the ticket unassigned - for a manager will manually dish the work out.
Seems like that isn’t possible. Load based ticket assignment wont do what we want, and setting up groups for each agent, is a bit overkill
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