Assigning Tickets using Workflow and Assignment Rules - Online Help | Zoho Desk

Assigning Tickets using Workflow and Assignment Rules

Permission Required

Users who have the Help Desk Automation permission enabled in their profile can create workflows and assignment rules.

Assigning tickets using Workflows

While creating a workflow rule, you can decide whether the ticket should be assigned during creation or upon edit. Using criteria, tickets of a certain kind can be identified, and when the condition is met, the ticket is auto-assigned to the predefined agent, team, role, etc.
To assign tickets using workflows
  1. Navigate to Setup > Automation > Workflow Rules.
  2. Click Create Rules.
  3. Select the Tickets module from the drop-down and enter the Rule Name.
  4. Click Next.
  5. Select Execute On, Create, Edit, or Customer Reply, then click Next.
  6. Select a Criteria if needed, then click Next.
  7. Under Actions, select Assign Ticket.
  8. In the Assign Ticket page, enter the Name and select an Asignee (Agent, Team, or Agent in a team).
  9. Click Save.

Assigning tickets using Assignment rules

Assignment rule can be set in two ways:

Direct assignment

Using direct assignment, tickets can be assigned to an agent or team directly. The tickets can also be moved to another department if needed. For example, if a ticket requesting implementation assistance is submitted to any department, then you can use this rule to define the department it should be moved to.
To create a direct assignment rule
  1. Go to Setup > Automation > Assignment Rules > Direct Assignment.
  2. Click New Direct Assignment.
  3. Enter the Rule name and Description, then select Execute Rule on Ticket Create and/or Ticket Update.
  4. Click Add Target.
  5. Under Tickets coming to, select any department or a specific department.
    By default, the department in which you are creating the rule will be displayed here. You can change this, if necessary.
  6. Enter a Criteria.
  7. Under Move Ticket To, select a department, if needed.
  8. Assign To an Agent, or leave the ticket unassigned.
  9. Click Save

Round-robin assignment

This method ensures tickets are assigned to agents in a circular fashion, maintaining an orderly approach. The round-robin method is divided into three types:
  1. Load based - This rule optimizes the ticket load of each agent. Tickets are assigned to the least loaded agent first. The load balancing will continue until all of your agents are assigned an equal number of tickets. After that, tickets are distributed to agents in the round-robin fashion.
  2. Sequential - Tickets are assigned to agents in the order in which they are added during the configuration. For example, if John, Ben, and Amy are added to a rule in this order, then the tickets will be assigned first to John, then Ben, and subsequently to Amy. If all agents or a team are chosen, then the agents will be assigned tickets in alphabetical order (Amy, Ben, then John).
  3. Skill based - Agents who have domain expertise, language proficiency, or negotiation abilities can be handled tickets based on their skill-sets. This will ensure that the customers get the best service from the experts.  

Types of Round-robin rules

Load based assignment rule
Sequential assignment rule
Skill based assignment rule
Load based assignment rule
Despite adapting effective triaging and routing methodologies, support teams can feel overwhelmed when a large volume of tickets arrive. Every customer request requires a dedicated response from the agent, and it's important for the business to maintain a high quality of standard. To prevent burnout and ensure ticket resolution guidelines are adhered to, orgs can consider distribution of tickets through load management.

Load balancing ensures every agent has tickets within the threshold limit at any point in time. The remaining tickets are added to the backlog and will again be assigned in the round-robin manner to agents as they continue closing the existing tickets. 
Sequential assignment rule
This rule ensures that tickets are assigned to agents following the sequence in which they were added to the rule during configuration.
For example, if John, Ben, and Amy are added to a rule in this order, then the tickets will be assigned first to John, then Ben, and subsequently to Amy. If all agents or a team are chosen, then the tickets will be assigned to the agents in alphabetical order (Amy, Ben, then John).

Sequential assignments can be helpful for teams that are specialized in handling specific types of issues. The senior team members and SMEs added at the beginning will ensure that customer problem are inferred correctly and the proper solution is provided. 

  1. Adding or removing agents - If any modifications are made to the list of agents in the "Assign Tickets To" field by adding or removing, then the round-robin sequence will reset. It will start assigning tickets from the first agent on the list. Note that this reset does not apply when the tickets are assigned to teams.  
  2. When choosing all agents or a specific team, in cases where agents share identical names, then the user IDs (auto-generated by the system when a user is added to Zoho Desk) will be used as unique identifiers. The agent who was added first to the Desk account will be first in the sequence followed by other agents. After that, the alphabetical order will be followed.
  3. When agents transition between online and offline status, or when they reach a predetermined threshold leading to their exclusion from sequential assignment, they are marked as "SKIPPED" and positioned at the end of the queue. This decision is made by administrators who choose not to assign tickets through sequential assignment in scenarios where agents are offline or have met a specified threshold.

Skill based assignment rule
Agents may have expertise in a particular domain, fluency in specific languages, or be a subject matter expert with good analytical and problem solving skills. Agents who have these skills can be associated with specific skill sets, which will ensure tickets are routed to the right team and the resolution is provided quickly.

Organizations can add a list of skill sets based on the ticket history, customer requirements, or business perspectives. For example, some skill sets that can be added are:
  1. Language expertise - French, German, Japanese.
  2. Domain expertise - Data science, Designer, Programming language
  3. Business skills - Finance, Marketing, Sales, Engineering
  4. Leadership skills - Critical solution provider, planning and strategic thinker, information gathering and research
Agents can be associated with each of these skills. Once a ticket is categorized based on the skill set, they will be assigned to the respective team or agent automatically. This significantly reduces the time spent in understanding the requirement, routing it to the right team, and providing a relevant solution. 
The system can identify the skills based on the skill sets that have been added, based on which it will ascribe the skills to a ticket. You can also assign skills manually or via workflows.

To add skills and skill sets
  1. Navigate to Setup (    ) > Automation > Skills.
  2. On the Skill Types tab, click Add Skill Type on the upper-right corner.
  3. Enter the Skill type and Save.
  4. Enter the Skill name and select Skill Type from the drop-down list.
  5. Enter Description, if needed.
  6. Define the Criteria by selecting fields that will identify the skill in the ticket.
  7. Select the agents from the available list.
  8. Click Save.
Skill preferences
Allows to define whether skills should be added automatically to the tickets when they are created or edited. If this is toggled, then skills would be added manually or via workflows. Under preferences, admins can choose where and how the new skills will be displayed within the tickets:
Skills can be positioned:
  1. Top of the list
  2. Bottom of the list
  3. Order in which they are added during settings
To add skill preferences
  1. Go to Setup > Automation > Skills.
  2. Click the Skill Preference icon ( ).
  3. Toggle Auto-add skills to tickets.
  4. Choose the location where the skills can be viewed within the ticket from the available options.

 Creating round robin rules

Points to remember
  1. Round robin rules are department specific. 
  2. You can associate up to five targets per round-robin rule.
  3. If a ticket owner is already assigned via other automations, such as workflow or direct assignment or macro, then the round-robin rule will not reassign owners to those tickets.
  4. By default, tickets are assigned to agents who are online in the email channel. However, offline agents can also be included while setting the round-robin preferences.
  5. Unassigned or Backlog tickets will only be assigned in a round-robin manner if the ticket has received a customer response within 30 days.  
  6. The tickets will be assigned in the following sequence when all the automations are active: Direct assignment > Workflow > SLA > Round robin (sequential > load balancing > skill based) > Blueprint > Notifications.
To create a round robin rule
  1. Navigate to Setup > Automation > Assignment Rules > Round-robin.
  2. Click New Round Robin Assignment.
  3. Specify the Rule name and Description.
  4. Select when the rule should be executed: Ticket Create, Ticket Update, or both.
  5. Click Add target and do the following:
    1. Specify the Criteria for the rule.
    2. Select the round-robin method: Load balancing, Sequential, or Skill-based.
    3. Under Assign To, select agents or teams.
    4. Check Exclude agents from this assignment, if required, then select the agent.
  6. Click Save.

Setting up round robin preferences

The preferences allow you to set further criteria for the assignment rules:

Including offline agents

By default, only agents who are online on the email channel are assigned tickets. Organizations can include the offline agents in the round-robin queue to manage non-critical issues or low priority tickets.

Ticket threshold

The total number of open tickets an agent can have at any point will ensure a balanced approach. For example, if the threshold is set to 10 tickets, the agents will always have 10 open tickets, and the next ticket will be assigned to the agent who has fewer than 10 tickets

Assigning backlog

When the agents are offline or otherwise unavailable, tickets are held in the backlog. The backlog limit lets you decide the maximum number of backlog tickets that can be assigned to the agent in bulk. So, if the backlog limit is set to 10, each agent will be assigned 10 tickets from the backlog in a round-robin fashion.

Incoming ticket assignment

New tickets can either be assigned to agents until they reach the threshold limit, or can be pushed into the backlog from which they are assigned.

To set round robin preferences
  1. Go to Setup > Automation > Assignment Rules > Round Robin.
  2. On the Round Robin page, click the More icon ( ) in the top-right corner.
  3. In the Round Robin Preferences menu, do the following:
    1. Toggle Include Offline Agents to assign tickets to all agents.
    2. Toggle Threshold Limit and select the Threshold per agent from the drop-down.
    3. Toggle Assign Backlogs and select a value for the Backlog Limit and the choose Assign Based on Due Date or Created Time.
    4. Click Apply to set the preferences.   

Reordering round-robin rules and targets

When there are multiple rules and targets, the system will check the criteria for the first rule and target in the order they are listed. By default, the rules are listed in chronological order, with the first rule created at the top of the list. If a ticket meets the criteria of more than one rule entry, it will enter the first rule that it matches.
To reorder rules and targets

  1. In the Round Robin page, the rules for the department will be listed.
  2. Hover on a rule and click the Reorder icon ( ) corresponding to it.
  3. Drag and drop the rules on the order that you want.
  4. Click Save order.

Deactivating round robin rules  

You can deactivate the rules that are not used anymore. If you enable the rule again, the targets will remain unchanged. Deactivated rules are listed under the Inactive list.
To deactivate a rule
  1. In the Assignment Rules page, click Round Robin from the left panel.
  2. In the Round Robin page, hover your mouse pointer and click the Deactivate icon ( ) corresponding to the rule.
    Click the Activate icon ( ) to reactivate an inactive rule.
To disable all rules
  1. In the Assignment Rules page, click Round Robin from the left panel.
  2. Toggle Round Robin Rules from the top panel.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                      You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                          Manage your brands on social media

                                            Zoho Desk Resources

                                            • Desk Community Learning Series

                                            • Digest

                                            • Functions

                                            • Meetups

                                            • Kbase

                                            • Resources

                                            • Glossary

                                            • Desk Marketplace

                                            • MVP Corner

                                            • Word of the Day

                                              Zoho Marketing Automation

                                                Zoho Sheet Resources


                                                    Zoho Forms Resources

                                                      Secure your business
                                                      communication with Zoho Mail

                                                      Mail on the move with
                                                      Zoho Mail mobile application

                                                        Stay on top of your schedule
                                                        at all times

                                                        Carry your calendar with you
                                                        Anytime, anywhere

                                                              Zoho Sign Resources

                                                                Sign, Paperless!

                                                                Sign and send business documents on the go!

                                                                Get Started Now

                                                                        Zoho TeamInbox Resources

                                                                                Zoho DataPrep Resources

                                                                                  Zoho DataPrep Demo

                                                                                  Get a personalized demo or POC

                                                                                  REGISTER NOW

                                                                                    Design. Discuss. Deliver.

                                                                                    Create visually engaging stories with Zoho Show.

                                                                                    Get Started Now

                                                                                                        • Related Articles

                                                                                                        • Automatic Triaging and Assignment of Tickets

                                                                                                          As a B2C, your customer support team may be directly involved with resolving customer questions, or you may be bound by the contract to extend support services to other businesses as a service provider. In either case, the key factors that determine ...
                                                                                                        • Setting up Skill-based Ticket Routing to Agents

                                                                                                          Skill-based ticket routing is an advanced routing strategy that routes tickets to customer support agents who are best qualified to reply to the incoming tickets. It works by matching the skills required to answer a ticket with those assigned to the ...
                                                                                                        • FAQs: Assignment Rules

                                                                                                          What is an assignment rule and why do I need it? Assignment rule is an automation tool that lets the support administrator automate the process of assigning tickets to agents. Customer support is a crucial job, and timely and effective resolution of ...
                                                                                                        • FAQs: Working on Tickets

                                                                                                          What are Tickets Tabs in Zoho Desk? Tickets Tabs in Zoho Desk are designed to organize and provide contextual information about support tickets within the help desk system. These tabs enable users to connect tickets with other standard modules of ...
                                                                                                        • Ticket Assignment for Zoho Desk

                                                                                                          Assigning tickets to the correct agent results in a faster response from the right person. To accomplish this, you need to know which agents are available, so you can assign tickets to agents who can provide the right response immediately. You also ...
                                                                                                          Wherever you are is as good as
                                                                                                          your workplace



                                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                            CRM Tips

                                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                                              Zoho Show Resources