Manage automatic ticket assignment in GorgiasUpdated an hour ago

When handling tickets in Gorgias, you can either allow support agents to manually select and assign tickets to themselves, or enable auto-assignment so that incoming tickets that meet specific conditions are automatically assigned. To set up auto-assignment, you’ll need to create teams of agents that handle related issues, then create Rules that dictate which tickets are assigned to each team. When you enable auto-assignment, tickets that are assigned to teams will then be assigned directly to agents on that team based on the following:

• Priority: Tickets with a higher priority are assigned first. If two tickets have the same priority, the older ticket will be assigned first.
• Creation date: Tickets will be assigned in the order they were created, with older tickets being assigned first.
• Agent eligibility: Tickets will be assigned to agents who are signed into Gorgias and have their status set to Available. Available agents with the fewest tickets assigned to them will have tickets assigned to them first.

Requirements

• Available on all Helpdesk plans
• Only Admins can manage auto-assignment settings

Step 1: Create a team

Before you can enable auto-assignment, you’ll need to set up your helpdesk to automatically assign incoming tickets to a team. In general, teams are groups of agents who work on related support topics. For example, you might create a team of agents who handle return requests, and another team that handles shipping inquiries.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Account, then select Teams.
3. In the top-right corner, click Create Team.
4. Enter a team name, then add an emoji and description, if you’d like.
5. Under Team members, search for and select users to add to the team.
6. Click Create Team.
   
   
   • Once you’ve created a team, you’ll be prompted to create a Rule that assigns tickets to the team as they are created in your helpdesk. If you’d like to create additional teams before creating Rules, click Create Rule Later then proceed to Step 2: Create a Rule when you’re ready.
7. Create a basic Rule for the team. Enter a name, then use the dropdown menus to select a condition (channel, integration, tag, or language) and a value.
8. Click Create Rule.

To make changes to the Rule, or to add more complex conditions, proceed to Edit a Rule.

Step 2: Create a Rule

When creating an assignment Rule, think about what types of tickets you’d like the assigned team to handle. For example, should all Chat tickets be handled by one team, while another team responds to email tickets? Or would you rather divide tickets across teams based on conditions like tags, language, or subject line? No matter what you decide, you’ll create Rules that dictate where each new ticket is assigned.

Create a Rule 

If you clicked Create Rule Later in the previous step, follow the steps below to create a Rule. Otherwise, skip ahead to Edit a Rule.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Ticket management, then select Rules.
3. In the top-right corner, click Create Rule, then click Create Custom Rule.
4. Give your Rule a name, and enter a description if you’d like.
5. Set the following conditions exactly to ensure the Rule is applied to all tickets created by a customer:
   
   
   • WHEN [TICKET CREATED]
   • THEN 
   • IF [message from agent] [IS] [false]
   • THEN
6. Add the conditions and values a ticket should have to be assigned to a team.
7. Add the ASSIGN TEAM action, then click the Select an option drop-down menu to choose a team.
8. Click Create Rule.

Edit a Rule 

If you created a Rule during the team creation step and would like to add more conditions, or if you’d like to adjust the conditions of an existing Rule, follow the steps below.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Ticket management, then select Rules.
3. Select the Rule you’d like to edit.
4. Edit the Rule conditions.
5. Click Update Rule.

Step 3: Enable auto-assignment

Once you’ve set up the Rules that assign tickets to teams, you can take it a step further and enable auto-assignment so that tickets are distributed across team members based on priority and creation date. Enabling auto-assignment means that tickets are distributed automatically. This helps balance workloads across team members, and helps prevent agents from choosing only desirable tickets.

Enable auto-assignment 

You can configure auto-assignment to apply to only new tickets, only reopened tickets, or all tickets, and you can choose if reopened tickets can exceed your specified capacity limits.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Ticket management, then select Ticket Assignment.
3. Under Team auto-assignment settings, check or uncheck the boxes.
4. Click Save Changes.

• To apply auto-assignment to only new tickets, check the box next to Auto-assign tickets.
• To apply auto-assignment to only re-opened tickets, check the box next to Assign ticket to last responding agent, and leave Auto-assign tickets un-checked.
• If reopened tickets should be assigned to the last responding agent even if they’ve reached the capacity limit, check the boxes next to Assign ticket to last responding agent and Allow reopened tickets to exceed an agent’s max capacity.

Set capacity limits 

Tickets are auto-assigned to team members based on their eligibility. Team members are considered eligible if they’re signed into Gorgias, their status is set to Available, and they have fewer tickets assigned to them than the limit you define. If every available agent has reached the capacity limit, tickets will remain unassigned until an agent becomes eligible. The Chat & Messaging tickets limit applies to any tickets that come from Chat, SMS, Facebook Messenger, or Instagram Direct Messages, while the Other text tickets limit applies to tickets created from all other channels, excluding Voice.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Ticket management, then select Ticket Assignment.
3. Under Auto-assignment limits, enter the number of tickets an agent should be assigned to before they are ineligible for additional assignments.
4. Click Save Changes.
   
   

Set ticket reassignment settings 

You can choose to have a ticket stay assigned to a single agent for the entire support interaction, or opt to reassign the ticket if the customer replies when the assigned agent is offline. Keeping tickets assigned to single agents might contribute to a consistent experience for your customers, while reassigning them might lead to faster resolution times.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Ticket management, then select Ticket Assignment.
3. Under Unassignment settings, check or uncheck the boxes.
4. Click Save Changes.

• If a ticket should be re-assigned when it reopens while the agent is offline, check the box next to Unassign on reply.
• To reassign chats when an agent becomes unavailable during the interaction, check the box next to Unassign chat tickets when assigned agent is unavailable.