In this article:
Current ways of ticket assignment
Tickets are currently assigned in the following ways:
Single ticket assigned through Ticket Details
Bulk assignment from Tickets List View
Round robin assignment if a ticket is assigned to an Agent Group
Through Workflow Automation rules
Limitations with current assignment methods
Current methods of ticket assignment often fail to strike the right balance between agent availability, capacity, and suitability. This leads to several limitations:
Manual ticket assignment: This approach demands significant effort in triaging.
Round-robin ticket assignment: This method overlooks crucial factors, such as agent skill set and current workload.
Workflow automations: These systems assign tickets to the same agent when specific conditions or criteria are met, without considering the agent's skills, availability, or current load.
The limitations pertaining to the current ticket assignment methods in turn lead to:
Misalignment of ticket business hours and agent work schedules.
Lack of 24x7 calendar hours awareness, leading to end-of-shift assignments.
Higher reassignment rates, mean time to resolution, and service level agreement (SLA) violations.
Ticket assignment to agents without workload assessment.
Ticket assignment to agents lacking appropriate skills to resolve incidents.
Legacy tools fail to combine load and skill deterministically, mismanaging work schedules and agent availability. Therefore, a new framework is required that prioritizes agent availability (calendar / business hours), then ranks by administrator-defined configuration for load, skill, or both, ensuring explainable and efficient ticket assignments.
Intelligent ticket assignment triggers
After assignment policies are configured, you can assign individual tickets from the ticket details page and assign tickets in bulk from the tickets list page using the relevant assignment policy.
To assign tickets in bulk using assignment policies in the list view:
Go to Tickets > List.
Select the relevant tickets on the Tickets List page, and click Assign to.
Click Agents, and then select Assign using assignment policy.
To assign individual tickets using assignment policies:
Click any ticket Subject to open the Ticket Details page.
In the Properties section on the right, click the Agent dropdown, and then select Assign using assignment policy.
To configure and assign tickets that get assigned to agent group queues:
Go to Admin > {Workspace Name} > User Management > Agent Groups.
Select an existing agent group or click Create agent group.
Under the Agents section, click Auto-assign tickets via dropdown, and select Assignment policies.
Whenever this configuration is enabled for a group, tickets assigned to that group are automatically evaluated and routed to the most suitable agent based on the applied policy. The assignment is triggered seamlessly through the group-assignment event, making it a fully automated process, unlike the manual triggers available through the ticket list or details view.
Advantages with ticket assignment policies
Following are the advantages with ticket assignment policy framework:
- Ticket business hours and agent work schedules are more aligned.
- 24x7 calendar hours awareness, not leading to end-of-shift assignments.
- Ticket assignment to agents considering workload assessment.
- Ticket assignment to agents with appropriate skills to resolve incidents.
- Lower reassignment rates and mean time to resolution, and service level agreement (SLA) adherence.
