You can organize your agents into different groups to help them focus on certain types of issues, and get to know the solutions and customers better. Each group can have different kinds of canned responses and other automation specific to them. You can set the visibility of agents as "restricted" so they can see only the tickets assigned to their group. This will reduce the clutter and let them work efficiently.
Steps to creating a new Group:
- Login to your support portal as an administrator.
- Go to the Admin > General Settings > Groups.
- The default groups available are listed; you can click on the Edit button next to each group and add agents.
- Or you can create a new group by clicking on the New Group button on the top fold.
- Give a name to your group under Group Name.
- Enter a description for the group under Description.
- In the Agent text box, enter the names of the agents whom you want in this group.
Assignment of tickets in the group:
1. To assign the tickets containing certain keywords to this new group you created:
All tickets containing certain keywords or properties can be assigned to an agent group using Freshdesk Automations
2. To assign the tickets to particular agents within the group automatically:
The automatic ticket assignment helps you automate this process of assigning tickets to the agents in your group.
Round-robin ticket assignment:
When tickets are assigned to a group for the first time or reassigned from another group, they are assigned in a circular fashion to the agents who are online in that group.
Load balanced ticket assignment:
Not all of your agents will log into the helpdesk at the same time. The prevailing scenario is, initially, only one of your agents will be logged in and all the incoming tickets will get assigned to this one agent. This leads to the agent working on the previously assigned tickets and simultaneously managing the rush of incoming tickets. Load balanced ticket assignment makes sure your online agents are assigned tickets based on a threshold value of tickets you set.
Skill-based ticket assignment:
If you have specific agents in a group who are more skilled at handling certain kinds of tickets, you will want to route those tickets directly to these agents.
Changing agent availability status
Incoming tickets are now automatically getting assigned to the agents, so your job as a supervisor just became easier. However, there could be several instances when an agent might want to avoid getting more tickets, such as when he/she is working on a high priority ticket or is on the phone with a customer.
Agents can change their availability if you’ve given them the privilege - You, as an Admin or Supervisor, have the ability to let your agents choose whether they want to be assigned tickets through the automatic ticket assignment.
A quick guide to giving agents the privilege to change their availability:
- Login to your support portal as an Administrator.
- Go to Admin > Groups.
- Select the group for which you want to give the agents the privilege of changing their availability.
- Turn on the toggle for Automatic ticket assignment or Omniroute and click the check the box to Allow agents to change their availability for automatic ticket assignment.