Help Desk is a platform developed by Feishu for enterprises to integrate internal intelligent service accounts. By combining AI bots and human agents, Help Desk provides smart customer support solution for instant and effective communication. Employees can help themselves through Help Desk.

This article illustrates how to set the Ticket Assignment.

I. Introduction

Administrators can create multiple skills on Help Desk to distribute tickets to agents. It can improve the efficiency of ticket distribution, reduce pressure on agents, and allow users to get their questions successfully answered more quickly.

II. Instructions

1.Add an agent skill

1.1 Go to Settings - Ticket Assignment - Skill-based routing, click Add Skill. The ticket assignment is based on agent skills.

1.2 Fill in the following content and then click Confirm on the Add Skill Page：

•Name: Add a name to the skill.

•Skill Conditions: When tickets match conditions below, they will be assigned to agents in this group. Click to Add Condition.

•Agents: Enter agents' names to assign them this skill.

Note: You can use the default skill “All-round” and agents can then be assigned to any ticket, or you can customize skills and tickets will be routed based on these skills. If the agent corresponding to the custom skill isn't available, the system will follow the Fallback setting.

•For example：

1.According to the skill conditions shown below, the ticket assigned to agent Grey 6264 may indicate these situations:

a.The user is from Beijing and is transferred to the agent after clicked the "Feedback" category card.

b.The user is from Shanghai and is transferred to the agent after clicked the "Feedback" category card.

2. According to the skill conditions shown below, the ticket assigned to agent Grey 6264 may indicate these situations:

c.The user is from Marketing team and the language settings of the user's Feishu app is English.

d.The user is from Marketing team and the language settings of the user's Feishu app is Japanese.

2.Adjust the assignment setting

Go to Settings - Ticket Assignment - Assignment setting, fill in the following content and click Save Changes:

•Maximum number of agents assigned: Please set the maximum number of agents that can be involved to serve for one ticket.

Note: If the number of available agents is smaller than the setting, the system can only assign available agents to the ticket

•Assignment rule: You can assign tickets to agent in a circular order, or assign to agents with the least number of tickets being handled

•Queuing: When the agents need to process more than a certain number of tickets, you can turn on the queuing button. You can also set this number in the right box.

•Ticket Owner: this feature is disabled defaultly, and you can enable it by turning on the button.

◦If multiple agents join the chat for a ticket when the feature is on, the one with the least number of tickets will be auto-assigned as the ticket owner.

◦A ticket owner should ensure that the user can get prompt responses, and only the ticket owner will receive reminders set in Triggers.

3.Adjust the fallback setting

Go to Settings - Ticket Assignment - Fallback setting, you can set how the system handles different tickets under the following special circumstances, and click then Save:

3.1 When tickets can't match with any custom skills

•You can turn on the button to "Invite fallback agents to join the group", and set All-round agent or Specified agent as the catch-all administrator.

•You can turn on the button to "Notify administrator the ticket hasn't matched custom skill" , and select to notify All administrators or Specified administrator.

3.2 Agents with the custom skill aren’t available

•You can turn on the button to "Invite fallback agents to join the group", and set All-round agent or Specified agent as the catch-all administrator.

•You can turn on the button to "Notify administrator the ticket hasn't matched custom skill" , and select to notify All administrators or Specified administrator.

3.3 When fallback agents aren’t available

•You can turn on the button to "Invite administrator to join the group", and set All-round agent or Specified agent as the catch-all administrator.

•You can turn on the button to "Notify administrator fallback agents aren't available" , and select to notify All administrators or Specified administrator.

👏Congratulations! Now you know how to assign tickets based on skills.

💕Feishu is always at your service to build a more efficient workplace. For more information about Help Desk, click here!