Contents of Distributing Tickets guides

In this guide we will cover:

• Summary
• Distributing Tickets Guides

Summary#

In order for Tickets to be processed they should first be assigned to an Agent. Different Tickets may require handling by specific Agents or Teams based on the Ticket Type, Template, or Agent's qualification. These Tickets can be assigned out to Agents in a variety of ways. This guide will outline the Load Balance, Round Robin, Intelligent Routing, and Qualification matching methods of routing Tickets.

With all of the methods outlined in this guide, the Ticket's allowed Teams (Allowed Values tab of a Ticket Type), or Agents (Permissions tab of an Agent) will be accounted for when distributing Tickets. Ticket Rules can also be configured to set the assigned Agent of a Ticket. This rule can be overridden by re-assigning the Ticket. 

Distributing Tickets Guides#

Load Balance#

Load Balancing is a method of distributing Tickets which assigns Tickets based on the number of Tickets assigned to each Agent. Load Balancing will identify the Agent with the fewest Tickets assigned to them and assign the new Ticket accordingly. This is helpful for ensuring all Agents have an equal workload. Load Balancing can also be configured to account for an Agent's status. This prevents Tickets being assigned to Agents who are not available.

Round Robin#

Round Robin is a method of distributing Tickets which cycles through Agents based on their ID. The Round Robin feature will assign to agents based on their ID number in their Team. This means that the system will give a Ticket to each member of the team list and then loop back through the list of Agents again, there is no logic behind it, the Agents will just be assigned based off of their number on the team list (this is not configurable any other way).

Intelligent Routing#

Intelligent Routing is a method of distributing Tickets which factors in an Agents availability, and previous interactions with the Ticket's User to assign a Ticket to an Agent. This means Tickets are more likely to be assigned to Agents who have recently worked on a Ticket for this User. Intelligent Routing is advantageous as the User is more likely to interact with an Agent they are familiar with, allowing improved Agent-User relationships. 

Qualification Matching#

Qualification Matching is a method of distributing Tickets based on the qualifications held by an Agent. Tickets which require handling by a qualified Agent will be routed to an Agent who hold the qualification. 

Ticket Rules#

Ticket Rules can be configured to allocate a Ticket to an Agent or Team based on specific criteria. Various fields and Custom Fields can be added as criteria to a rule, allowing the creation of a specific set of requirements for the rule to be triggered.