In Grispi, you can perform automatic assignment using both bulk change mode and a trigger. In this article, we will explain both methods of automatic assignment:
Automatic assignment from bulk change mode
- Log in to your Grispi account and list the tickets in the filter you want to assign.
- After the selection process is finished, click on the “Bulk Change” button at the top of the screen.
- Select the tickets you want to make bulk changes to.
- In the action field in bulk change mode, go to the “Assignee” section. Select the “Auto-Assign” option.
- Select the group to be automatically assigned according to workload and click OK. The tickets you selected will be assigned to the user with the fewest tickets in the group.
2. Automatic assignment with triggers
Triggers are rules that automatically perform actions when certain conditions are met. You can use triggers to automatically assign tickets to the least busy agent in groups.
- Log in to your Grispi account.
- In the admin panel, go to the “Settings” tab, open the “Business Rules” section, and click on “Triggers”.
- To create a new trigger, click the “Add Trigger” button. This will open the trigger creation screen.
- Set conditions for your trigger. For example, you may want the trigger to run when a new ticket is created or routed to a specific group.
- Specify the actions the trigger will perform when the conditions are met.
- In the Action field, go to the “Assignee” section. Select the “Auto-Assign” option.
- Select the group to be automatically assigned according to workload and click the “Create” button.
Sample Conditions:
To assign a service support ticket with “New” status to the least busy person in the “Service and Technical Support” group:
- Ticket Status: “New”
- Ticket Form: “Service and Technical Support Form”
Example Action:
- Go to the “Assignee” section. Select the “Auto-Assign” option and choose “Service and Technical Support Group”.
- Save the trigger by clicking “Create”.
- When a new ticket form is submitted, it will be automatically assigned to the agent with the least number of tickets in the support group.
Advantages
By following the steps in this article, you can easily implement automated assignment features and make your customer support operations more efficient.
- Workload Balance: Both methods ensure that requests are assigned to the least busy person in the group, so the workload is more evenly distributed.
- Fast Response Times: Automated assignment ensures faster response times.
- Productivity: Increases the efficiency of your customer support team.
