All tickets containing certain keywords or properties can be assigned to an agent group using the Dispatch'r. If the Ticket Assigned to Group notification under Agent Notifications is enabled, all agents in the group will be notified about the ticket by email, and any of them can work on solving the issue.


Auto-assigning tickets using Dispatch'r

  • Login to your support portal as an Administrator.
  • Go to Admin > Helpdesk Productivity > Dispatch'r.
  • Click on New Rule.
  • Enter an appropriate name and description for the rule.
  • Select the conditions which will trigger this particular rule; for example, if you want all tickets of type 'return', 'refund' or 'replacement' to be assigned to the Returns & Refunds group, set up a condition as shown below:

 


  • Add the tasks you'd like to perform by selecting an action from the dropdown list (click Add new action to add more if required).
  • To assign tickets to a group, select Assign to group from the first dropdown, and the name of the group in the next one.
  • Once you're done, click Save to save the Dispatch'r rule.

If you're on the Estate or the Forest plans, you can turn on the automatic ticket assignment feature to assign tickets to agents within a group - find out more here


All tickets containing certain keywords or properties can be assigned to an agent group as a whole using the Dispatch'r. Any agent in the group can pick it up and work on solving the issue. And if your agent notification is turned on, all the agents in the group will be notified about the ticket through email.


Auto-assigning tickets using Dispatch'r

         


  • Login to your support portal as Administrator.
  • Go to Admin > Helpdesk Productivity > Dispatch'r.
  • Click on the New Rule button.
  • Enter an appropriate name and description for the rule.
  • Create conditions which act as a trigger for this particular rule - i.e if you want all tickets under the type 'return', 'refund' or 'replacement' to be assigned away to Returns & Refunds, set up a condition like above.
  • Add the tasks you'd like to perform by selecting an Action from the drop-down list. Add more actions by clicking the Add new Action, if necessary. To assign tickets to a group, choose Assign to group from the first drop down and the name of the group in the next one.
  • Once you're done, hit Save to save the Dispatch'r rule.


If you're on the Estate or the Forest plan, you can turn on the automatic ticket assignment feature to assign tickets to agents within a group. Check out this article to learn more