Can I automatically set priority on tickets for my SLA targets?
For an SLA target to apply to a ticket, set the priority of the ticket first. The best practice is to set ticket priority as a part of your workflow to ensure that targets are properly set and match the severity of the customer's issue. For more information, see the article: Defining and using SLA policies.
If the priority is not set for tickets in some other way, use business rules in the account to ensure that this happens automatically. They can be customized to look for keywords and set priority, or to just set all tickets at an even priority for the SLA target to apply.
To create a trigger that set priority for all tickets
- Create a new trigger.
- Under Meet ALL of the following conditions add:
- Ticket | is | Created
- Priority | is | -
- Under Actions add:
- Priority | Normal
- Save the trigger.
Similarly, you can use other ticket fields to set priority on tickets, using the same method as above and customizing the trigger conditions to reflect your custom ticket fields. The trigger will then set the priority based on the value selected in the ticket field.
For other questions about the ticket priority field, see the articles below.
This is helpful.
I have a follow-up question - Based on the above, how can I keep on assigning tickets to agents (round robin or any fashion). I tried the Round Robin app on marketplace and Play Mode on Zendesk and they are not really helpful and my usecase is not solved with them.
Really great question @.... Is there anything in particular about the Round Robin app or Play/Guided Mode for our ticket views that hasn't been working out as you expected?
Beyond those 2 methods, our next option could be to use either an Assignee or Group action in a trigger that's added to the very bottom of your trigger firing order, which would help assign any received tickets if they haven't already been assigned to an Assignee or Group by other triggers.
In that setup, you'd be able to assign a ticket to a group as a whole (where agents in that group could assign themselves individually to tickets) or you could choose a specific agent, where things might get a bit hairy once that particular agent starts getting more tickets assigned to them than other agents.
Beyond trigger usage though, we could also look at another 3rd-party app like Playlist Ticket Assignment, which also happens to have its own round-robin routing, along with a few other bells and whistles. Looks promising!
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