Introducing Skill-Based Ticket Assignment

Introducing Skill-Based Ticket Assignment

The goal of every support team is to provide great support, and to do so as fast as they can. To make this possible, it is important that agents spend their time judiciously, especially when they're dealing with a large number of tickets of varying urgency and needs. Every minute a ticket is left unassigned is a minute that an agent can't work on a ticket to find a solution. 

Keeping this in mind, we've introduced a feature to ensure that your tickets find the right agent for the job immediately. Skill-Based Assignment adds an extra layer of detail and specificity to Round Robin Assignment. It works by detecting the skills needed to resolve a ticket, matching them to agents with the same skills, and assigning the ticket to the available agent with the lightest ticket load.

Managers can assign skills to agents based on their specialties, like expertise in specific topic or competency in a certain language. Once you have assigned skills to your agents, you can manually or automatically add skills to your tickets, based on your preferences. If you choose to auto-assign, skills will be added to your tickets based on a set of pre-defined criteria. 



In cases where the circumstances of a ticket have changed and the ticket requires a different set of skills, you can use the Recalculate Skills option to remove the existing skills associated with the ticket and update it with a set of more relevant skills. Once the skills have been recalculated or manually edited, the ticket can now be reassigned to another agent by using the Reassign Ticket by Skills option. This reassigns the ticket automatically to the best agent available using the updated set of skills.


 
For example, if you run an ecommerce enterprise, and receive a ticket in German from a customer who is unable to access your website, you would want the ticket to be routed to an agent who handles website-related issues and is fluent in German. Skill-Based Assignment detects the language used and skills needed, and searches for agents with the same skillset. You can also choose to order the skills assigned to a ticket based on priority.


 
In this manner, Skill-Based Assignment can help you ensure that your customers get the help they need swiftly, from the best person for the job. It reduces wait times, accelerates resolution times, and creates a better overall experience for your customers and agents alike. Enough said—are you ready to try it? 

If you'd like to know more about this feature, you can read about it here. Please note that it is only available for users with subscriptions to Zoho One, Zoho CRM Plus, or Zoho Desk's Enterprise Plan. If you have any questions, suggestions, or clarifications, drop us a comment below or send us an email at support@zohodesk.com. We would love to know what you think!
 
Cheers,
Team Zoho Desk 





                            Zoho Desk Resources

                            • Desk Community Learning Series


                            • Digest


                            • Functions


                            • Meetups


                            • Kbase


                            • Resources


                            • Glossary


                            • Desk Marketplace


                            • MVP Corner


                            • Word of the Day



                                Zoho Marketing Automation
                                        • Sticky Posts

                                        • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

                                          Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
                                        • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

                                          Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
                                        • Zoho Desk Cheat Sheet For The Year-End

                                          Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
                                        • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

                                          Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions
                                        • Zoho Desk: Scheduled Maintenance on 8 August 2021

                                          Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expect


                                        Manage your brands on social media



                                                Zoho TeamInbox Resources

                                                  Zoho DataPrep Resources



                                                    Zoho CRM Plus Resources

                                                      Zoho Books Resources


                                                        Zoho Subscriptions Resources

                                                          Zoho Projects Resources


                                                            Zoho Sprints Resources


                                                              Qntrl Resources


                                                                Zoho Creator Resources


                                                                  Zoho WorkDrive Resources



                                                                    Zoho Campaigns Resources

                                                                      Zoho CRM Resources

                                                                      • CRM Community Learning Series

                                                                        CRM Community Learning Series


                                                                      • Tips

                                                                        Tips

                                                                      • Functions

                                                                        Functions

                                                                      • Meetups

                                                                        Meetups

                                                                      • Kbase

                                                                        Kbase

                                                                      • Resources

                                                                        Resources

                                                                      • Digest

                                                                        Digest

                                                                      • CRM Marketplace

                                                                        CRM Marketplace

                                                                      • MVP Corner

                                                                        MVP Corner




                                                                            Design. Discuss. Deliver.

                                                                            Create visually engaging stories with Zoho Show.

                                                                            Get Started Now