Using Omnichannel Routing for older tickets | Community
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Using Omnichannel Routing for older tickets

  • September 16, 2022
  • 3 replies
  • 0 views
M

Hi, 

We'd like to use this as a way to auto-assign older tickets to agents, as we've noticed a few staff prefer to leave more complicated older ones in favour of newer, simpler ones. 

To use it in its current form, I've used the onmichannel trigger to move all older tickets into one 'support' group to assign them, but they have previously been 'grouped' in the most appropriate group for them. As I'm having to move them, it's disrupting our reporting for each individual group. 

My preference would be to not have to assign a group as part of the onmichannel routing, but rather to simply assign a tag to the tickets that need auto-assigning. For example, an automation which applies a time since created tag, which then triggers the ominchannel routing tag being added. 

Is this likely to be changed, or could you suggest a better way of achieving this?

 

 

    3 replies

    Barry14
    • Barry14
    • September 16, 2022

    Hi @meg13

    If I understand correct you dont want to automatically route all tickets - just the ones that are old?

    The easiest would be to add the autorouting ticket to all tickets in whatever group they are assigned to - if the priorty of all these tickets is the same, the routing engine will by default assign the oldest ones first.

    However if you do not want all tickets to be autoassigned within the group, then perhaps create an automation that say 'if ticket was created over x mins/hrs ago, then add the autorouting tag to that ticket'. These  old tickets can stay in their groups and will be automatically routed

    Barry

    M
    • Meg13
    • Author
    • September 16, 2022

    Thanks Barry. Yes, it's just those over 3 days, for example. 

    It was my understanding that the auto-routing tag had to have a group & priority assigned. If this is the case, I would need to set up a trigger per group?

    So if a ticket in X group is over X days old, assign to X group and add tag, and do the same for all other groups we have on our account. 

     

    Barry14
    • Barry14
    • September 16, 2022

    Hi Meg, so when the tickets orginally are created are they assigned to a group? If they are, then the automation would just need to add the tag....

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