I. Intro

Ticket assignment rules enable the system to match the right agents for tickets. This releases help desk administrators from manual assignment and shortens users' wait time for agent service.

Administrators can set ticket assignment rules through Skill-based routing, Assignment setting, and Fallback setting.

II. Steps

1.Add skills

When a user transfers to agent service, the system assigns agents based on agent skills.

Agent skills are classified into the all-round skills built in the system and skills customized by administrators. Agents with the all-round skills can process any ticket. Agents with custom skills can process only the tickets meeting specific conditions.

The system preferentially determines whether a ticket matches a custom skill and adds agents with this skill to a group chat. If the agents with the skill are unavailable, the system will follow the fallback setting.

Steps for adding custom skills:

Go to Settings > Ticket Assignment > Skill-based routing and click Add Skill in the top right part to go to the Add Skill page.

Specify the following items and click Confirm.

•Name: Set a name for the new skill. The skill name should present the types of questions that agents who have this skill can answer. For example, agents who have the Calendar and schedule skill can answer questions related to the calendar and schedule features of Feishu.

•Skill Conditions: Set skill conditions. Based on the skill conditions, the system determines whether to assign a ticket to an agent who has the skill.

•You can set skill conditions based on the Feishu user information, FAQs, and ticket source.

•Only when a ticket meets all the skill conditions will the ticket be assigned to an agent with this skill.

•Agents: Specify one or multiple agents for a skill, that is, the agents who have this skill and can process related tickets.

•Example

•To answer software-related questions from employees in Beijing, China, configure the skill conditions Beijing and Software as shown in the following figure. In this case, agent @Sherry can receive the tickets generated in the following scenarios:

◦A user in Beijing selects the Office network category, clicks a question under this category, and transfers to agent service.

◦A user in Beijing selects the Feishu use category, clicks a question under this category, and transfers to agent service.

◦To answer Beijing employees' software-related questions more precisely, configure the skill conditions Beijing and Office network as shown in the following figure. In this case, agent @Sherry can receive the ticket generated in the following scenario:

◦A user in Beijing selects the Office network category, clicks a question under this category, and transfers to agent service.

Note: If both Software and Office network are added, agent @Sherry can receive tickets regardless of whether users select the Office network or Software category. This is because in FAQs, Office network is a sub-category of Software . Agents who can answer questions in a level-1 category can also answer questions in its sub-categories by default. Skill-based routing can be set for level-3 FAQ categories at most.

To answer all employees' IT questions, configure the skill condition Comprehensive IT consulting as shown in the following figure. In this case, agent @Sherry may receive tickets generated in the following scenarios:

•A user selects the Enterprise network category and transfers to agent service.

•A user selects the Audio and video conference category and transfers to agent service.

•A user selects the Printer category and transfers to agent service.

To answer foreign employees' IT questions, configure the skill conditions English and Japanese as shown in the following figure. In this case, agent @Sherry can receive tickets from the following users:

•User whose Feishu client language is English

•User whose Feishu client language is Japanese

2.Configure the assignment setting

On the Ticket Assignment page, click the Assignment setting tab and set the Maximum number of agents assigned, Assignment rule, Queuing, and Assign the ticket owner parameters. After completing the settings, click Save Changes.

•Maximum number of agents assigned

Enter a number in the right input box to set the maximum number of agents for each ticket. For example, if the value is set to 3, a maximum of 3 agents can be added to each group chat for a ticket on the help desk.

Note: If the number of available agents is less than the preset number, all the available agents are added to the group chat.

•Assignment rule

If you select Round Robin, tickets are assigned to agents in turns. If you select Least Tickets, tickets are assigned to agents with the least number of tickets being handled.

•Queuing

Turn on or off the switch on the right to enable or disable the Queuing option. If this option is enabled, and the number of orders processed by an agent exceeds the preset upper limit, users are queued. You can adjust the specified number in the input box.

•Assign the ticket owner

By default, the Assign the ticket owner parameter is disabled. You can turn on the switch on the right to enable it. After this parameter is enabled, and multiple agents join a group chat to process a ticket, the system specifies the agent with the least number of tickets being handled as the ticket owner.

The ticket owner needs to track the ticket and ensure that the user can get a reply in time. In addition, only the ticket owner will receive reminders. You can configure this settings in Settings > Triggers.

Note: The ticket owner can transfer this role to another agent. Go to Ticket Board and select another agent from the Ticket Owner drop-down list.

3.Configure the fallback setting

On the Ticket Assignment page, click the Fallback setting tab and set the processing methods for different tickets in special conditions: When tickets can't match with any custom skills, Agents with the custom skill aren't available, and When fallback agents aren't available.

After completing the settings, click Save Changes.

•When tickets can't match with any custom skills

You can determine whether to enable the Invite fallback agents to join the group option for handling tickets matching no custom skills. After this option is enabled, you can specify all-round agents or any agents as fallback agents.

Note: If Invite fallback agents to join the group is enabled, the system adds online fallback agents to the group chat based on the preset maximum number of agents assigned, ticket assignment mechanism, and queuing mechanism.

You can also determine whether to enable the Notify administrator agents with this skill aren't available option. If this option is enabled, you can specify all administrators or any administrators as notification receivers. When a ticket matching no custom skill is received, the corresponding administrators will receive a notification.

•Agents with the custom skill aren't available

You can determine whether to enable the Invite fallback agents to join the group option for scenarios where no agents with a custom skill are available. (To learn more, see the above setting.)

You can also determine whether to enable the Notify administrator agents with this skill aren't available option. If this option is enabled, you can specify all administrators or any administrators as notification receivers. When agents with the custom skill are unavailable, the corresponding administrators will receive a notification.

•When Fallback agents aren't available

If you enable Invite fallback agents to join the group in the preceding two scenarios, When Fallback agents aren't available appears on the Fallback settings page.

You can determine whether to enable the Invite administrator to join the group option for scenarios where fallback agents are unavailable. If this option is enabled, you can specify all administrators or any administrators as fallback administrators.

You can also determine whether to enable the Notify administrator fallback agents aren't available option. If this option is enabled, you can specify all administrators or any administrators as notification receivers. When fallback agents are unavailable, the corresponding administrators will receive a notification.

Note: Only when fallback agents are unavailable in the first and second scenarios will Invite administrator to join the group in the third scenario be triggered. When administrators are invited to a group chat to answer users' questions, users do not need to queue. All selected administrators can join the group chat.