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 need to be able to see who's offline, check on their most urgent tickets, and assign those tickets to agents or teams who are currently online. Currently, you can see the availability of agents from the Headquarters dashboard in your help desk, but you can't assign tickets from inside the dashboard. This is where the Ticket Assignment extension comes to your rescue.
The extension lists the agents online at the top of the assignment window, followed by those who are offline. Agents online are indicated by a solid green circle on their profile picture. Within the extension, you can assign new tickets or reassign those of offline agents to agents who are online.
Key Features
- Assign new incoming tickets to agents who are available online
- Reassign tickets of offline agents to those who are available online
- Assign tickets to a team irrespective of whether its members are available
- See tickets organized by their ownership under three views: My Open Tickets, Other Open Tickets, and Unassigned Tickets
Installing the Extension
The Ticket Assignment extension can be installed from the Zoho Marketplace or your Zoho Desk account.
- Log in to your Zoho Desk account with Administrator privileges.
- Click the Setup icon (
) in the top bar.
- Under Marketplace, click All.
- Search for 'Ticket Assignment' in the search bar on the right-hand side of the screen.
- Select the Ticket Assignment extension and click Install.
- Click Continue on the Use of Personal Details window.
- Click Install on the Confirm Installation window.
You will land on the General Settings page. - Select the Departments and Profiles whose agents can access the extension in Zoho Desk.
- Agree to the Terms of Use and click Install.
The extension will be installed for the specified departments and profiles. - Click Authorize in the pop-up window to activate the extension.
- Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
Ticket Assignment extension will be ready for use.
Accessing the Extension
On installing the extension, you can access the same from the top band (menu bar) in Zoho Desk.
To access the extension:
- Click on the (
) icon in the top band (menu bar).
- Under Extensions, click Ticket Assignment in the drop-down menu.
- Under Ticket Assignment, you can find a list of tickets assigned to you.
Assigning and Reassigning Tickets
You can reassign your tickets or assign unassigned tickets to online agents from within the extension.
To assign/reassign tickets:
- Click on the (
- Under Extensions, click Ticket Assignment in the drop-down menu.
You will see tickets organized by their ownership under three views: My Open Tickets, Other Open Tickets, and Unassigned Tickets. - Select the tickets you'd like to assign/reassign and then click Assign To.
You can also click Select All to select all tickets. - Select an agent who is online or a team from the drop menu.
- Click Assign.
The selected tickets are assigned to the agent or team.
Notes:
- You can only assign tickets to agents who are currently online. Such agents are indicated by a solid green circle on their profile picture. Likewise, tickets can be assigned to a team when it has at least one online agent. When there is more than one agent, tickets will be assigned evenly across all agents on a round-robin basis.
- By default, only open tickets are displayed in the extension.
Uninstalling the Extension
You can uninstall the Ticket Assignment extension at any time. Once uninstalled, you cannot assign tickets to online agents using the extension.
To uninstall the extension:
- Click the Setup icon (
- In the Setup Landing page, click All under Marketplace.
- In the Marketplace page, select the Installed Extensions tab.
- Choose Ticket Assignment from the list of extensions.
- Click the More Actions icon (
) at the upper-right corner of the Ticket Assignment extension setup page.
- Select Uninstall Extension.
- Click Confirm to uninstall the extension.
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