Distribution of requests in chats and tickets
The triggers in Usedesk can automatically distribute chats and tickets between your users
The system of distribution of requests is divided into two types:
- Automatic distribution - available only in chat. By default, the system automatically distributes incoming requests to users or a group of users with chat access, taking into account users' load (number of open chats). No settings are needed for the automatic type of distribution;
- By trigger - the system distributes by predefined triggers by users' workload and one by one. The settings can be made both for chats and tickets.
Setting up a trigger for distribution of requests
You can set up triggers for the distribution of requests for both tickets and chats. Chat setting via trigger will be in priority before default setting (automatic distribution).
1. Assignment to a less loaded user
An appeal is assigned to a user, which has fewer requests in the "Opened" and "New" statuses than other users. If a trigger is set up for a chat only, then Usedesk takes into account the number of requests in a chat only, and if a trigger is set up for tickets, it takes into account the number of requests in a chat + tickets.
A trigger can assign requests by selecting users:
- from a specified list of concrete users:
2. Assignment of the next user in turn.
Appointments are assigned in order, regardless of user loading (technically, by user id list); the list or group should be specified in the field to the right. If one user belongs to two or more groups specified in action, the assignment will occur only once.
Select a group (or a list of users by name), and the trigger will assign requests.
3. On users online.
- Assign to a less loaded user (online);
- Assign to the next user in turn (online).
The trigger will assign an appeal similar to the previous parameters (upload/download in turn), but the choice will be made only from users in online status at the moment the trigger is active.
Select a group or a list of users by name, and the trigger will assign a request to any of them who is in online status.
It is possible to assign requests by triggers depending on the status of the ticket and on many other parameters (client, communication channel, time of receiving the ticket, etc.) to close narrow needs.
Nuances, with the possibility you may encounter:
- if you configure a trigger for chat only, the logic of all triggers will work only for chat. And if this is a regular ticket, then the logic will work for everyone, both for the chat and for the tickets (if there is a connection with the chat);
- the actions "Assign agent to next queue" and "Assign to less loaded agent" have different destination queues. Even two actions in one trigger will have a separate queue. "Assign a loaded agent to the name" focuses on global data for the company; here the actions work together;
- each trigger with the "Assign to the name of loaded" condition looks at the workload for all system tickets.
Was the article helpful?