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:
1. 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.
- 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 density and click OK. The tickets you select 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 requests to the least busy agent in groups.
- Log in to your Grispi account
- In the admin panel, go to the “Settings” tab, go to the “Business Rules” section and click on “Triggers“.
- To create a new trigger, click on 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 request 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 the density and click on the “Create” button.
Sample Conditions:
To assign the service support request with new status to the least busy person in the “Service and Technical Support” group;
- Request Status: “New”
- Request Form: “Service and Technical Support Form”
Example Action:
- Go to the “Assigne” section. Select “Auto-Assign” option and “Service and Technical Support Group”.
- Save the trigger by saying “Create“.
- When a new ticket form is filled, 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.
