How do you auto assign tickets on freshdesk?

How do you auto assign tickets on freshdesk?

Go to Admin > Groups. Select the group for which you want to give the agents the privilege of changing their availability. Turn on the toggle for Automatic ticket assignment or Omniroute and click the check the box to Allow agents to change their availability for automatic ticket assignment. Click Save.

How do you assign a ticket?

To manually assign a ticket to a group or another agent

1. Open a ticket from one your views.
2. You can assign the ticket to a group or to an agent and a group.
3. You can either scroll the list and select the group and then the agent or you can just enter the group or agent’s name to filter the list.

What is round robin ticket assignment?

Round-robin ticket assignment refers to the circular assignment of tickets. How automatic ticket assignment through Round-robin works. When tickets are assigned to a group for the first time or reassigned from another group – for example, transactional tickets involving questions on recent orders, FAQs etc.

What is round robin rule?

A round robin is an arrangement of choosing all elements in a group equally in some rational order, usually from the top to the bottom of a list and then starting again at the top of the list and so on. A round-robin story is one that is started by one person and then continued successively by others in turn.

How do I assign a ticket in Jira?

When you open an Issue, you will see an ‘Assignee’ Section in the bottom right-hand corner of the page. Click the drop-down to select the Agent or Queue you’d like to assign the Issue to. You may also click the ‘Assign to Me’ button to assign the Issue to yourself.

How do I assign a ticket in ConnectWise?

Hold the [Ctrl] key and click on the desired tickets and then right-click on the group of tickets and select the desired option. Displays a ConnectWise Automate generated ticket ID. Displays the name of the client associated with the computer.

How do I create a ticket template in Connectwise?

Service Ticket Templates – Improve Productivity

1. Step 1: Create a System Master Ticket Template. Navigate to System > Setup Tables > Ticket Template List > Create a new Ticket Template.
2. STEP 2: Create a Ticket Template for a Client. The easiest way to create Ticket Templates in Manage is via the Company Record.

How do I see closed tickets in Connectwise?

How to search tickets in ConnectWise Manage

1. Go to ‘Service Desk’ → ‘Service Ticket Search’.
2. You will be redirected to ‘Service ticket search’ page. Select ‘Service ticket’ option in ‘Ticket type’ field. Click at the ‘Search’ button above to see the results.
3. All tickets, including closed and resolved, will appear.
4. Switch between the pages to view all tickets.