I. Intro 

Availability: Some of the features described in this article are in beta.
Who can perform these steps: Help Desk administrators. 

You can configure the following rules and information in Help Desk Admin to define how agents are automatically assigned to process tickets:

Which agents are equipped with the right skills to handle certain types of tickets. For example, you can specify which agents are able to communicate in Japanese so that when a ticket is submitted in Japanese, only those agents with Japanese-language skills can be automatically assigned to the ticket.

The processes by which tickets are assigned or re-assigned to agents. For example, the maximum number of agents that can be assigned to a ticket, the conditions under which a ticket is put on queue, whether a ticket can be reassigned to another agent, and so on.

The backup and communication processes that occur when the agents that are required to handle certain tickets are unavailable.

II. Steps 

Add skills

Agents can be classified as possessing either all-round skills or specific, custom skills that are defined by administrators in Help Desk. 

Agents with all-round skills can process any ticket.

Agents with custom skills can process only the tickets that meet specific conditions. Help Desk 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, Help Desk will follow the fallback settings that are defined.

Notice: Fallback settings refer to the settings that you configure and that are used by Help Desk to define how backup agents are assigned to tickets if agents with preferred skills are unavailable. 
For more information, see the 'Configure fallback settings' section below.

On the Help Desk admin page, click Settings > Ticket Assignment > Skill-based routing, and then click Add Skill in the upper-right corner to open the Add Skill page. 

Specify the following fields, and then click Confirm. 

Name: Specify a name for the skill. The skill name should represent the types of questions that agents who have this skill can answer. For example, agents who have knowledge and skills in operating Feishu Approval can answer questions related to Approval features.

Skill Conditions: Define skill conditions. Based on the skill conditions, Help Desk determines whether to assign a ticket to an agent who has the skill. You can add multiple skill conditions. Only when a ticket meets all of the defined skill conditions will the ticket be assigned to an agent with this skill. The supported types of skill conditions are as follows:

Bot: Matches tickets based on the bot the user is using.

FAQ: Matches tickets based on the FAQ category selected by the user. For more information, see Use the Help Desk FAQs.

User Info: Matches tickets based on user details such as name, email, city, and language.

Ticket Info: Matches tickets based on the source of the ticket, such as the Feishu app or web version.

Pre-inquiry Form: Matches tickets based on the information provided by the user in the pre-inquiry form. For more information, see Configure Help Desk pre-inquiry forms.

Agents: Specify one or more agents who have this skill and can process tickets related to the skill.

Example 

To answer software-related questions from employees in Singapore, you can create a skill called Singapore Network and configure the following skill conditions:

Select City as a skill condition, and then select Singapore for this condition.

Select English FAQ Category as a skill condition, and then select the Software category (which contains the Feishu use and Office network sub-categories) for this condition.

Let's assume an agent called Dianne is associated with the Singapore Network skill. When tickets are opened in the following scenarios, Dianne is assigned to the tickets:

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

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

To limit the scope of enquiries that Dianne is assigned to process, the Feishu use category can be deselected. Then, Dianne will be assigned tickets that are opened only under the following scenario:

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

Note: If both the Software category and Office network sub-category are selected for the English FAQ Category skill condition, Dianne can receive tickets regardless of whether users select the Office network or Software category when they open a ticket. This is because Office network is a sub-category of the Software category. 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 process IT-related tickets, a skill named IT can be created, and the following categories and sub-categories can be selected for the English FAQ Category skill condition: Audio and video conference; Office network; Enterprise network; Hardware; Printer.

Then, Dianne can be automatically assigned tickets that are 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 specify the languages that Dianne can process, choose Language as a skill condition and select, for example, English and Japanese for the condition. Then, Dianne can receive tickets from the following users:

Users whose language setting for their Feishu app is set to English.

Users whose language setting for their Feishu app is set to Japanese.

Configure assignment settings

Availability: Queuing functionality is in beta.

On the Settings > Ticket Assignment page, click the Assignment setting tab and configure the following settings:

Maximum number of agents assigned: The maximum number of agents that can be assigned to each ticket.

Assignment rule: You can choose between the following two assignment rules.

Assign by ticket-receiving time: New tickets are assigned to the agents with the matching skills who have been available the longest since their last assignment.

Least Tickets First: New tickets are assigned to agents with the fewest tickets.

Queuing: If enabled, you can select whether tickets are queued based on agent skills.

Assign the ticket owner: If enabled, the agent with the least number of tickets is designated as the owner of a ticket when more than one agent is assigned to the ticket. This option is turned off by default. The ticket owner can transfer ownership to another agent in the ticket board.

Configure fallback settings

On the Ticket Assignment page, click the Fallback setting tab and define how tickets are processed under the following conditions:

Unable to match tickets with custom skills

If you enable the Invite fallback agents option for this condition, available fallback agents will be added to the group used to process a ticket when no custom skills match the ticket. After this option is enabled, you can select agents with all-round skills or specific agents as the fallback. 

Note: If the Invite fallback agents option is enabled, Help Desk adds available fallback agents to the group chat based on the Maximum number of agents assigned setting on the Assignment setting page, ticket assignment rule, and queue setting. 

If you enable the Notify administrators option, administrators will be notified when no custom skills match an opened ticket. After this option is enabled, you can select all or specific administrators as notification receivers.

Agents with custom skills unavailable

If you enable the Invite fallback agents option for this condition, available fallback agents will be added to the group used to process a ticket when agents with the necessary custom skill are not available online. After this option is enabled, you can select agents with all-round skills or specific agents as the fallback. 

Note: If the Invite fallback agents option is enabled, Help Desk adds available fallback agents to the group chat based on the Maximum number of agents assigned setting on the Assignment setting page, ticket assignment rule, and queue setting. 

If you enable the Notify administrators option, administrators will be notified when agents with the necessary custom skill are not available online. After this option is enabled, you can select all or specific administrators as notification receivers.

Fallback agents unavailable

The Fallback agents unavailable section is displayed if the Invite fallback agents setting is enabled under one or both of the following sections, which are also on the Fallback setting page:

Unable to match tickets with custom skills

Agents with custom skills unavailable

If you enable the Invite administrator option, administrators will be added to the group used to process a ticket when fallback agents are unavailable. If this option is enabled, you can select all or specific administrators to be added to the group.

You can also enable the Notify administrator option so that administrators are notified when fallback agents are unavailable. If this option is enabled, you can select all or specific administrators as notification receivers.

Note: The administrators that are specified for the Invite administrators setting are invited to join the group only when fallback agents are unavailable for the first and second scenarios (which are Unable to match tickets with custom skills and Agents with custom skills unavailable). When administrators are invited to a group to answer users' questions, users do not need to queue. All selected administrators can join the group chat. 

After completing the settings, click Save Changes. 

Ⅲ. FAQs