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Topics started by Jen.Ayling

2 Topics

J
Apprentice
Jen.AylingApprentice
asked in Ticketing & Agent Productivity

Agents able to remove themselves from auto ticket assignment

Is there a way to prevent agents from removing themselves from auto ticket assignment? We are having issues with this which is causing uneven ticket distribution to our groups.If its not possible is there a way to bypass their do not auto assign status in another way?Does anyone else have this issue? 

3
newuyr
Community Debut
1 month ago
J
Apprentice
Jen.AylingApprentice
asked in Knowledge Base

Indexing Solutions help

We have a large selection of solutions available to users however the search function is not working great for us. We use Tags and Keywords however this doesn't seem to necessarily affect the search results/order that much. For example we have several guides for Wifi (several different configs dependant on location) All are tagged and keyworded wifi however when searching for wifi one of the top searches is for something that has no keywords, is unrelated to connecting to wifi but mentioned wifi once in the body of the solution itself. Is there anyway to organise solutions to search based on keywords before body text or do we need to ensure we also include keywords/tags in the body of the solution? What is best practise to ensure solutions are searchable easily? Is there a way to prioritise solutions in search based on certain searches?Many thanksJen 

3
J
Contributor
11 months ago

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