Overview
This feature allows distribution of incoming tickets to agents within a team, ensuring efficient workload management and faster response times.
To access this feature, enter the tab “Settings” > “Automation”
3 types of auto-assignment
- Manually assign: Tickets and live chat conversations come with unassigned status, and are manually distributed to agents by supervisors.
- Equally distribute: Tickets and live chat conversations are assigned to each team member and automatically distributes new tickets to maintain an equal workload across all agents.
- Round robin: Tickets and live chat conversations are automatically assigned to members in a sequential rotation during business hours regardless of their current workload.
For example (Round robin): The system will distribute new tickets in sequence:
- First ticket goes to Member A
- Second ticket to Member B
- Third ticket to Member C
- Fourth ticket returns to Member A
- And so on
Then, the person being assigned to any ticket will be the agent of that ticket.
Note: Option “Include/Exclude offline members” allows you to assign tickets to offline members or not.
Inactivity rule
The inactivity rule is to ensure your prompt support when your team members are not available.
If an agent doesn’t respond within your specified timeframe, the system will send notifications and reassign the chat to another team member.
The timeframe is different between two ticket channels:
- Inactivity rule for live chat messages: based on normal time
- Inactivity rule for email tickets: based on business time
Note: After one Round Robin, if no member is available, ticket and live chat will be assigned to the store owner.
Notifications of auto-assignment
The agent will receive among those types of notifications:
- Push notifications
- In-app notifications
- Email notifications
Note: Store owners/team members will receive notifications based on their notification preferences set in the “Notifications” tab. Learn more about notifications.
Support channels
If you ever need assistance, visit our Help Center for comprehensive guides or watch detailed video tutorials on our Youtube channel.
At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.
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