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.

 

 

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