Streamline ticket assignment with automation
Automate ticket routing by setting up assignment rules to give you more control and your team greater autonomy.
How can you benefit?
- Leave no ticket unassigned with round robin automation.
- Reduce repeat questions by getting tickets to the right team or agent.
- Route specific types of tickets to specialized agents for faster, more accurate help.
- Enhance oversight by assigning ownership, tracking progress, and measuring results.
Leave no ticket unassigned
Round Robin is the simplest form of automatic ticket assignment. It distributes tickets evenly to all your agents based on the limit that you set. With minimal intervention, Round Robin ensures that no ticket goes unassigned.
Decide who handles what, automatically
You can also ensure that specific kinds of tickets are handled by specific agents on your team. For instance, you can set up a rule to assign tickets from channels like social media only to the social media experts, so that customers get the best solutions in the shortest possible time.
Get it right in one shot
When tickets find the right agents or teams the first time around, there is less need for customers to repeat information over and over again. You avoid endless redirections and your customers get faster, more accurate support from your team.
Automate post-closure assignments with greater visibility
Keep new tickets moving toward resolution by automatically assigning tickets after closure. With better visibility into the next backlog scheduler run, you stay in control of task timing and workflow efficiency.
Deliver faster support with intelligent
ticket routing in Zoho DeskSpeed up support with smart ticket routing in Zoho Desk
- No credit card required.
- No software to download.