Question
I have two separate support email addresses in my account. How can I route emails from each to specific groups of agents?
Answer
Create the groups
The first step is creating two separate groups of agents that correspond with each of your support addresses in the account. To create a group, follow the steps in this article: Creating, managing, and using groups. Repeat these steps to create a second group of agents.
Create the triggers
Triggers automatically assign tickets received from a specific support address to the designated group of agents.
To create the triggers
- Create a new trigger.
- Under Meet ALL of the following conditions add:
- Ticket | Is | Created
- Received at | Is | support_address
- Under Actions add:
- Group | group_name
Repeat these steps to create a trigger for the second group of agents.
Create the views
Create views to help sort the tickets between the two support addresses and keep the tickets separate.
- Go to Admin (
) > Manage > Views.
- Click Add view.
- Under Meet ALL of the following conditions add:
- Ticket: Received at | support_address
- Select to make it visible only for agents in the specific group.
- Click Create view.
Create a second view for the agents in the second group and then restrict the agents to see tickets in their group only.
Edit the profile for each agent
The last step is to edit the permissions of each agent to make sure they can only see tickets in groups they are a part of.
- Go to Admin icon (
), and then Manage > People.
- Locate the user profiles for the agents whose permissions that require changing.
- On the lefthand side of the profile under Tickets select Ticket in agent's groups.
8 Comments
And for Chat "Missed Chats"
1.) Chat will automatic put in Browser Date, but it´s Private Comment, not Ticket field value.
Create a Trigger:
a) Ticket is Created
b) Ticket Channel is "Chat"
c) Ticket Comment contains "i.e. Germany"
Now you can route miss chat to right group for such stuff, instead of only put every miss-chat into one generic queue.
You mainly copy the "identified skill" and can get best agent to answer missed chat.
Cheers,
Tobias
Thanks for sharing that additional solution, Tobias!
Is it still possible to have 2 groups that have the same members?
Hi Katarina!
Yes, Agents can be added to multiple groups, so it is definitely possible to have two different groups that both contain the same Agents.
Awesome, thanks!
Hello!
I had the following queries:
1. If I just change a group name (eg., Support to Support Tier 2), would I need to manually update all triggers and automations that were linked with Support?
2. Would the above change have an impact on the reports in Explore? (Note: I do know that deleting a group causes all tickets < Closed to be unassigned).
Hi Aditya
If you update a group name, the triggers and automations associated with that group will update automatically.
As far as reporting goes, the change won't impact open tickets, but if you have tickets that are closed/archived in the outgoing group name, you may see both group names as an option moving forward when looking through historical data (closed tickets cannot be updated to reflect the new group name).
Hope this helps!
Brandon
Thank you Brandon!
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