Rule-based ticket routing

What is Rules?

   Round Robin enables you to assign tickets according rules. You have two options for defining a rule: based on tags or based on queues.
   For example you can create a rule that tickets with tag "Software" should be assigned to agents 1,2 and 3 and that the tickets with tag "Hardware" should be assigned to agents 2,3 and 4. You can also establish the rule that the tickets from the queue "Level1" should be assigned to agents 2 and 3 and that the tickets from the queue "Level2" should be assigned to agents 1 and 4.
   The Rules also enables you to configure effective agent reservation and ticket escalation schemes. You can determine how tickets are assign by using sequence values in the Rules table cells.
For example: Set "1" for your regular agents who should get the tickets with a tag (from the queue) on a regular basis. Set "2" for agents who should get tickets with tags if all of the agents with value of "1" are at their maximum or are unavailable. You can create as many tiers as you need to for this.

 


I've set "Selected in rules" mode for the queue however the tickets are not assigning to my agents at all. What I should check? 

   Usually the reason is that "Selected in rules" option is set for the queue however no agents are selected in the rules table in the column with queue name (When choosing "Selected in rules" option a new column with the name of the queue has been added in the Rules table).  
   To start ticket assigning you need to specify the rules (set positive integer for the agents you want to assign tickets in the Rules table in the column with queue's name) or set "Any available" option for the queue.

 


I am using Rules. Some of my tickets are not assigning to the agents. What I should check?

   Usually the reason is that you have no available agents who can receive these tickets according the rules set. Please check the following:

  1. Make sure that you have agents who has positive integer for corresponding tag or queue in the Rules table.
  2. If so make sure that these agents are available for assigning. Round Robin assigns tickets to the agents who are:"active" and "available" (or "By schedule" and now is the work time by the schedule). If agent is ready for tickets assignment, a green circle (Green_circle.PNG) appears to the right of it.

 


I want Round Robin not to assign some of my tickets? How can I configure such rule?

   The simplest way to do this is to exclude this tickets from your ticket source view in Zendesk. Sometimes it's suitable to create one another Zendesk view for Round Robin.

 


What if a ticket has several tags?

  If ticket has several tags (which is active in Round Robin Tags table) the app distributes them between the agents which match all of them.

Agent / Tag

Software

Spanish

Tier1

Tier2

Critical

Alex

1

1

1

 

 

Jim

1

 

1

 

Adam

1

1

1    

Kelly

1

1

1   1

  From the table above we see that tickets with "Software"+"Spanish"+"Tier1" tags are distributed between Alex, Adam and Kelly (3 matches). For these tickets Jim got only 2 matched tags, so he will not take these tickets.

 


How can I determine alternate agents?

   In the Rules table you can determine alternate (or back-up) agents to make sure that no tickets are missed if the limits specified for regular agents are exhausted, or regular agents are unavailable.

Agent / Tag

Queue 1

Queue 2

Software

Hardware

Spanish

Alex

1

 

1

2

 

Jim

1

 

2

1

1

Carlos

  1

3

 

1

   From the table above we see that, for "Software" tickets, Jim is the alternate for Alex, and Carlos is the alternate for Jim. Alex is the alternate for Jim for "Hardware" tickets.
   Under normal circumstances, "Software" tickets are routed to Alex and "Hardware" tickets are routed to Jim. In the case of an overload on "Software" tickets, Jim will come to the rescue automatically. If Jim becomes overloaded, Carlos comes to the rescue. Go to our setup guide for full instructions.

 


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