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Auto-assign and auto-unassign ticketsUpdated 3 months ago

You can automate ticket assignment for all available agents in your Gorgias account.

If you want to assign tickets manually, check out this article for more tips.


To access and customize your auto-assignment settings, navigate to Settings -> Users & Teams→ Ticket assignment.

When auto-assignment is enabled, tickets assigned to a team will be automatically assigned to eligible team members.

Team members are considered eligible if they're online, have their status set to Available, and have fewer assigned tickets than the defined limit. 

The agent will be considered online and available to have tickets assigned to them until they close the last Gorgias tab in their browser - considering that their status is green in the bottom-left corner of the dashboard. 

Once they close the tab, they're considered offline and no tickets will be assigned to them, even if they remain Available in the helpdesk.

When we auto-assign tickets for an account, we do it team by team, by creation date - if an agent is in more than one team and nearing their ticket limit, they'll be assigned the ticket from the team that was first created.


When the auto-assign tickets feature setting is enabled

Unassigned tickets for selected channels will not appear in the Chat & Messaging section of the dashboard on the left - the only tickets in that section will be the ones assigned to the logged-in user.

When the auto-assign tickets feature setting is disabled

All unassigned tickets will be visible to all the users in the Chats section.



Team auto-assignment

You can directly create a Rule assigning tickets to the team you’ve just created. Once created, the Rule is accessible under Settings -> Productivity -> Rules.

If you still wish to create the Rule manually, you can do that by navigating to Settings → Productivity -> Rules → Create Rule → Create Custom Rule.

Here's what a Rule for auto-assigning Chat tickets to the Chat Team would look like:



Steps

1. Create your team and add members to it.

2. A new prompt will appear once you've created the team that will prompt you to create a Rule. 


The ticket assignment options are found on the path Settings → Users & Teams -> Ticket Assignment and will be enabled by default.

Auto-assignment limits

You can choose the maximum number tickets of each type of channel one agent can have assigned at any one time.

Chat & Messaging channels are Chat, SMS, Facebook Messenger, and Instagram Direct Message channels (the limit is 3 by default).

Other text tickets cover all other channels, like Email, social media tickets, API, etc. (the limit is 5 by default).

Unassignment settings

You can automatically unassign a ticket assigned to any agents who aren't online or Available if the ticket receives a reply - you can do this in conjunction with team auto-assignment described above.

Channels

You can pick which ticket channels will be affected by these assignment settings.



FAQs

How are assigned tickets displayed in the sidebar?

  • If you're set as unavailable, only tickets assigned to you are visible.
  • If you're set as available and auto-assignment is disabled then tickets assigned to you and all unassigned tickets are visible.
  • If you're set as available and auto-assignment is enabled then only tickets assigned to you are visible.

I already have the maximum number of tickets assigned to me, why do I keep getting more assigned?

If an agent has the maximum number of non-Chat-type tickets assigned to them, for example, they're still eligible to be auto-assigned Chat-type tickets, and vice versa.

Which tickets does this feature prioritize?

The auto-assign feature prioritizes the oldest ticket created at all times.

What if I want to prioritize Chat-like tickets?

The engine considers the ticket type capacity of each agent independently - if agents want to answer Chats first, they won't be assigned more Email-like tickets to replace the Chat-like tickets they’ve closed. 

They will only be served Chat-like tickets until there are no unassigned Chat-like tickets in the team.

How does the engine choose the next agent to assign a ticket to?

Auto-assignment will pick a random agent from the list of available agents with the lowest number of open tickets first.

If multiple available agents have the same number of open tickets, then a random agent will be assigned.

Why can't I access these settings?

Only the users with the Admin role (and the Account Owner) can access the settings page for this feature.

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