Hi all, I need assistance with configuring Omnichannel routing as well as setting up the trigger to route email tickets. We have a support group that specifically deals with support tickets and I need to configure the routing as we do not have the time to monitor agents and to manually assign tickets all day.
I did attempt to configure earlier today but became stuck as the tag I used in the trigger did not take and I was unable to build the trigger.
Thanking you in advance.
Hi @manuel19
When entering the autorouting tag you wish to use, make sure you hit the enter key and then click Save. Then this tag should be added to the tickets you want to route using a trigger....
Also for the trigger, do I build 2 triggers, 1 for the tag to be added and the other for the routing. And also how to I set the trigger to route the email tickets to specific agents
Hi @manuel19
You can have one trigger that assigns the ticket to the right group and adds the tag. Then the routing engine will look for agents that are online in that group and have spare capacity. Once it finds one, it assigns the ticket to them:
Hi @barry14
I have setup the trigger to assign incoming tickets to the group to 2 agents at this time as a test run but from what I see is that the trigger is not firing, below is how I configured the trigger.
I am not sure if I setup the trigger incorrectly for parts containing the condition and action of the auto_routing tag.
Also these email responses that I want to route to the agents are email sent out by one department to our clients where more info is needed to either a delivery or collection of parcel and the responses is then routed to the Shiplogic Support Group already created on ZD.
The email address from where the ticket is being routed is support@thecourierguy.co.za to the client from where the client will respond with their company or personal email addy.
Please do assist.
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