Tip of the Week: Auto-assigning Tickets

Tip of the Week: Auto-assigning Tickets

December 5, 2011
Tip of the Week: Auto-assigning Tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or agents, in your account. It also describes how tickets from one end-user or organization can be sent by default to the same agent.

Why would you want to route tickets to one agent or one group of agents? Some customers want all of their inbound tickets to be reviewed by one agent before being escalated or assigned to another department in their company. If you are still using the default ‘Notify requester of received request’ trigger, you can easily modify it as shown in the screenshot below. Once you’ve made this modification, your tickets will be assigned accordingly.

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If you’ve deactivated the default ‘Notify requester of received request’ trigger, then you will need to create a custom trigger (Manage > Triggers and Mail Notifications > Add Trigger). If you add the conditions shown below, newly created tickets will be automatically routed to the desired agent or group.

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Now we’ll address how to route an end-user’s or organization’s tickets to one contact. There are many reasons why you may want to implement this workflow. Perhaps you want to assure your customer that the same person will be handling their requests going forward or maybe your Zendesk agent is the account manager for one company.

If you’ll be receiving requests from multiple contacts at the same company, you’ll want to set up an organization and either manually add the end-users to this organization or configure the ‘Map email domains to organization’ option (Manage > People > Add Organization). If everyone from Company ABC will be emailing you from their @companyabc.com domain, you can enter ‘companyabc.com’ as shown below.

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The ‘Map email domains to organization’ feature automatically makes an end-user a part of this organization if they email you from their @companyabc.com email address. With the custom trigger shown below, you can be assured that all tickets received from Company ABC will always be handled by the same agent.

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In the case that you have one user that needs to be routed directly to one group of agents, you’ll want to enable user tagging as described here. Since the user’s tag (e.g. user_tag) will be appended automatically to each ticket they submit to you, you can route their requests based on this tag as shown below.

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Routing tickets to a particular agent or agents in your account is another way to deliver outstanding customer support. Please reference our Using Zendesk guide for additional ideas on how to take full advantage of Zendesk features.