This article provides an overview of the Ticket Assignment Policies feature and information on how to create policies, preview and manage the created policies, set the order of execution for assignment policies, and other configurations.

• For information on how to assign tickets to the most appropriate agent using ticket assignment policies, see Ticket Assignment with the New Policy Framework.
• For information on how the new assignment policy framework identifies and evaluates the right agent, see Ticket Assignment Policies Framework.

In this article:

• Overview of ticket assignment policies
• Create ticket assignment policies
• Manage ticket assignment policies
• Set the assignment policies order of execution
• Preview ticket assignment policies
• Configure and manage skills in agent profiles
• Manage roles and permissions for assignment policies

Overview of ticket assignment policies

Ticket Assignment Policies in Freshservice are optimized through an advanced agent routing framework, which helps in assigning tickets efficiently and transparently by separating learning from decision-making. It balances agent availability (work schedule) and workload. Agent availability can be used as a filter, considering real-world work schedules and preventing end-of-shift assignments. Tickets are assigned by ranking available agents based on their current workload.

Administrators can configure ticket assignment rules at the workspace level.

Create ticket assignment policies

To create ticket assignment policies:

1. Go to Admin > {Workspace Name} >  Service Management > Ticket Assignment Policies.

2. Click Create policy.

3. Enter a relevant name for the policy. If required, add a description about the policy.

4. Select a relevant option for matching conditions (Match All or Match Any).

5. Click + Add conditions, and add the required conditions for Ticket Fields (such as, Subject, Status, Impact) and Requester Fields (such as, VIP User, Service Item, Department).

6. Under Agent assignment, select the relevant Agent Availability option (Assign to available agents only or Assign to all agents).

7. Under Consider an agent's load and skills while assigning tickets, enable the Load and Skills toggle options (as required). You can also reorder the Load and Skills options by importance to ensure that the relevant ticket assignment option takes precedence.

Note:

• When the Load option is enabled, ticket assignments are prioritized based on agents with least ticket load.

• When the Skills option is enabled, ticket assignments are prioritized based on agents with matching skills and higher proficiency.

8. To configure the Work Schedule, Load, and Skills settings, see Manage ticket assignment policies.

9. Click Create. The new ticket assignment policy is created.

Manage ticket assignment policies

To manage the work schedule, load, and skills settings for ticket assignment policies:

1. Go to the Ticket Assignment Policies page, and select a policy.

2. (To manage the work schedule settings) Click Manage next to Work Schedule on the right pane.

The Manage work schedules section opens on the right side.

3. To update the work schedule for a single agent, select the relevant option from the Work Schedule dropdown next to the agent name.

4. To update the work schedule for multiple agents, select the required agents, then click Update work schedules.

Note:

• You can also search for specific agents using the Search and Filter options.

• For more information on work schedules, see Work Schedule.

5. (To manage the load settings) Click Manage next to Load on the right pane. The Manage load section opens on the right side.

6. Enter or change the numerical value in the Load text field next to an agent name, which you want to set for an agent. Then, click the ‘Tick’ icon to save the value. The ticket load will be updated for that particular agent.

7. (To manage the skills settings) Click Manage next to Skills on the right pane. The Manage skills section opens on the right side.

8. To associate skills for any agent, select an agent, and click Associate skills.

The Associate skills dialog opens.

9. Select the relevant skills under Expert, Intermediate, or Beginner. Then, click Associate.

10. Alternatively, click Number of skills next to an agent name, and update the agent’s skills.

11. Click Update to save all the changes made to the policy.

Set the assignment policies order of execution

You can prioritize the order in which tickets are routed by setting the execution order of multiple ticket assignment policies. Tickets are assigned based on the conditions configured in each policy, as well as the sequence of the assignment policies.

To set the order of execution for ticket assignment policies:

1. Go to the Ticket Assignment Policies page.

2. Click Reorder.

3. Select the relevant sequence number against each policy to set the order of execution.

4. Or, use the drag and drop option against each policy to set the preferred order.

5. Click Save.

Preview ticket assignment policies

You can preview a ticket assignment policy to see how tickets are routed to an agent.

In the preview, you can view the list of tickets associated with the policy, and various details for each associated ticket, such as agent and agent group, agents who fit the policy, best agent for the ticket, and so on.

To preview ticket assignment policies:

1. Go to the Ticket Assignment Policies page, and select a policy.

2. Click Preview policy.

The Preview policy section opens on the right side, displaying the list of tickets associated with the policy.

3. Click any ticket name to view its details.

The preview section of the selected ticket opens.

4. Under Agents who fit this policy, you can see the system initially searches for available agents matching work schedules, then searches agents based on skills and load.

5. After the search is complete, you can view details of all the agents who fit the policy, and the best agent for the ticket.

Note: Click Show details to view more details of the agents with required skills or bandwidth.

6. Click Go Back to go back to the Preview policy section. Or, click Got it to close the preview.

Configure and manage skills in agent profiles

You can associate and manage skills for each agent from agent profiles that would apply to the ticket assignment policies framework.

To associate and manage skills for any agent:

1. Go to Admin > Global Settings > User Management > Agents.

2. Click any agent name to go to the Profile page.

3. Click the Skills tab.

A complete list of skills (if available) associated with the agent (both the skills associated manually and the skills identified by Freddy AI) is listed here with details of each skill, proficiency, and status.

4. To enable/disable or dissociate a skill, select the relevant skill, then select Enable, Disable, or Dissociate.

Note: Alternatively, you can use the toggle button under Status column to enable/disable a skill, and you can hover over a skill and use the delete icon to dissociate the skill.

5. To manually associate skills to the agent, click Associate skills.

The Associate skills pane opens to the right.

See Manage ticket assignment policies for more information on associating skills.

Manage roles and permissions for assignment policies

You can create an admin role and configure the following permissions associated with the ticket assignment policies:

• View Agents and and Agent groups

• Edit Agents and Agent groups

  - Manage Agent Load

  - Manage Agent Skills

  - Manage Agent Work Schedules

  - Request out-of-office hours for someone else

• View Assignment Policies

• Create Policies

• Edit Policies

• Delete Policies

To configure roles and permissions for ticket assignment policies:

1. Go to Admin > Global Settings > User Management > Roles.

2. Click New Role, and select Admin role.

3. Enter a name and description for the new admin role.

4. Select all the necessary permissions related to agents and agent groups.

5. Select all the necessary permissions related to ticket assignment policies.

6. Click Save.