Narrative 10: Assignment Rules - Streamlining Ticket Management

Narrative 10: Assignment Rules - Streamlining Ticket Management

Behind the scenes of a successful ticketing system: BTS Series 

Narrative 10: Assignment Rules - Streamlining Ticket Management

In the complex world of customer support, a flood of incoming tickets can hit the help desk in seconds. Businesses must do more than solve problems. They need to manage tickets quickly, consistently, and smartly to maintain customer trust and keep operations running smoothly.

Old manual assignment methods struggle under this pressure. They can lead to backlogs, mistakes, and uneven work for agents. Forward-thinking organizations utilize layered assignment rules that rely on automation and intelligent routing algorithms. These systems consider factors like agent skills, real-time workload balancing, topic tagging, sentiment analysis, and urgency. This approach changes ticket management from a chaotic response to a proactive system.

What is Ticket Bombardment?

Ticket bombardment refers to a situation in customer support where a large number of support tickets are submitted in a short time. This surge can overload support teams, making it hard to handle and respond to each ticket appropriately.

Every day causes

Product Issues

A common bug or issue with the product or service can lead to a surge of ticket submissions from users simultaneously.

Misinformation

Miscommunication or a lack of information about changes can lead to confusion, resulting in multiple tickets for the same issue.

Promotional Campaigns

Launching a new feature or running a promotional campaign can increase the number of customers seeking help or clarification.

Downtime

Technical failures or system outages can lead to an increase in support requests as users seek assistance.

Types of Assignment Rules

By using ticket assignment rules, organizations can manage incoming requests more effectively, preventing any single team member from becoming overwhelmed. This ensures that tickets are resolved efficiently and everyone on the team can contribute without stress.

Consider implementing a direct assignment rule to streamline ticket allocation across the entire organization. This method enables tickets to be assigned directly to agents, groups, or teams, regardless of the department to which they are assigned. For example, if a ticket concerns an order or delivery issue, it should naturally be directed to the team that handles such inquiries. A support admin can set up the rule to look for keywords like "orders," "delivery," "shipment," and "consignments." This way, tickets related to those topics will automatically be sent to the appropriate department, ensuring that the right agents, who are trained to handle such matters, can step in and provide assistance.

On the other hand, round-robin assignment rules work differently. These are focused within a specific department and distribute tickets evenly among team members. Imagine a group of agents all handling support requests; it wouldn't be fair for one person to receive all the tickets while others have none. With round-robin, when a new ticket comes in, the system assigns it to the least busy agent first. There's even an option for support admins to set a cap on the number of tickets a single agent can manage at one time, keeping workloads balanced and ensuring no one feels overwhelmed.

Then we have a skill-based assignment, which takes it a step further. This method not only looks at the agent's workload but also their expertise. If a ticket requires technical assistance, it seeks to find someone knowledgeable in that area. For example, if a customer from a specific country needs assistance and there's an agent fluent in their language, the system will prioritize that agent to handle the ticket. This way, customers receive help from someone who truly understands their needs.

With an Assignment Rule configured, each incoming ticket is checked against predetermined criteria and assigned to the most appropriate agent, resulting in advantages such as immediate attention, a lower backlog, and increased efficiency.

Benefits of Assignment Rules

  • Load balancing
  • Skill matching
  • Better priority handling
  • Multiple types of assignment options
  • Notifications for transparency

Auto-close tickets

Auto-close tickets are essential during busy periods because they help prevent system clutter, keep agents focused on active issues, and maintain smooth workflows.

When a help desk faces a surge of tickets, often due to major incidents or product problems, many tickets can stay inactive or unresolved for days. Auto-close automatically closes tickets after a set period of inactivity. This reduces the backlog, allowing agents to focus on tickets that truly require assistance. It also keeps the ticketing system organized and current, improves response times for urgent cases, and reduces stress for both agents and customers.

Ultimately, enabling auto-close during busy periods prevents inactive tickets from accumulating. This helps teams focus on addressing genuine support needs and maintaining a productive support environment.

What is Ticket Scheduling?

Ticket scheduling is a process in Zoho Desk that helps organize and prioritize incoming support requests. By scheduling tickets based on urgency, complexity, and available resources, support teams can more effectively manage their workload. This method helps prevent ticket bombardment, which occurs when a support team is overwhelmed by a sudden increase in tickets.

Automation as the foundation  

By creating clear assignment rules that balance direct, round-robin, skill-based, and priority-based methods, organizations can succeed in the fast-paced world of modern support. Automatic ticket closure, detailed scheduling, and data-driven prioritization help keep support operations running smoothly. This approach empowers agents and ensures that customers receive genuine care, even when faced with a high volume of tickets.


Please stay tuned for more in the Desk behind-the-scenes series.


Regards,

 

Kavya Rao

The Zoho Desk Team


      • Recent Topics

      • Zia summarizes your IM bot chats in real time

        Hello everyone! Let's say you’re an agent taking over a chat where a customer was booking a flight through a bot on WhatsApp. They've already shared key details, like their destination, travel date, and number of passengers. You need to understand the

      • Megamenu

        Finally! Megamenu's are now available in Zoho-Sites, after waiting for it and requesting it for years! BUT ... why am I asked to upgrade in order to use a megamenu? First: Zoho promised to always provide premium versions and options for all included Zoho-applications

      • Cancel and refund

        Hi, Yesterday I paid for the Zoho email subscription. Within a few minutes, I realized that the subscription counts one email ID as one user. To make another email ID for the same domain name, I'd have to pay for another user. I emailed right away to

      • One Contact with Multiple Accounts with Portal enabled

        I have a contact that manages different accounts, so he needs to see the invoices of all the companies he manage in Portal but I found it not possible.. any idea? I tried to set different customers with the same email contact with the portal enabled and

      • Kaizen# 209 - Answering Your Questions | All About Client Script

        Hello everyone! Welcome back to another exciting Kaizen post! Thanks for all your feedback and questions. In this post, let's see the answers to your questions related to Client Script. We took the time to discuss with our development team, carefully

      • To Do: shareable task links without login

        Hi! I’m using Zoho Mail and ToDo in my daily work, and I’ve run into one limitation that’s a real blocker for me. Right now, to share tasks with managers or directors, they need to have a Zoho account and be added to a group. In practice, many of them

      • Ability to turn off "Would you like this amount to be reflected in the Payment field?" message

        Team, Is there any way to turn off the message" Would you like this amount to be reflected in the Payment field?" when I make a payment? This is so annoying. This happens EVERY TIME I put an amount in the Payment Made field.

      • Unlock agreement intelligence with Zoho Sign's latest AI updates

        Hello! If you've been struggling with long, complex agreements and spending way too much time on them, here's exactly what you'll want to hear: Zoho Sign now integrates with OpenAI's ChatGPT to make agreement management smarter and simpler. Acting like

      • Currency abbreviations

        Hello, Im stuck, and need help. I need the currency fields for example, opportunity value, or total revenue, to be abbreviated, lets say for 1,000 - 1K, 1,000,000 - 1M, and so on, how should I do this?

      • Embed Sign Document

        Has anyone tried embedding a document in a webpage? I'm building a webpage (using PowerPage) and I'm trying to embed it using an iframe then I got this error: Refused to display 'https://sign.zoho.com/' in a frame because it set 'X-Frame-Options' to

      • We’re transitioning from Zoho ShowTime to TrainerCentral

        Hello everyone, Zoho ShowTime was originally built as a training platform to serve training agencies, HR teams, and individual trainers. As the platform grew, we realized that more creators and businesses could benefit from its capabilities. That’s why

      • Emails Are Not Being Delivered to My Inbox

        Hello Zoho Support Team, I am experiencing an issue with my Zoho Mail account. The most important problem is that emails are not being delivered to my inbox. Details: My Zoho Mail address: info@coreforcelife.com What happens: I am not receiving any incoming

      • Radar In Focus: Track customer support metrics using Radar's static reports

        Hello everyone, Welcome back to the Radar In Focus series, where we explore how Radar features can add value to your business. In this episode, we're looking at Radar static reports. The help desk is filled with vast amounts of data that can be analyzed

      • Mail ToDo & Tasks Webhooks

        Our company uses Zoho ToDo inside Mail to manage our tasks. When I create a task and assign it to a team member it does not notify them unless I add a reminder via mail. I'm trying to create a webhook for when a task is created to send a cliq message

      • Allocating inventory to specific SO's

        Is there a way that allocate inventory to a specific sales order? For example, let's say we have 90 items in stock. Customer 1 orders 100 items. This allocates all 90 items to their order, and they have a back order for the remaining 10 items which could

      • Improved UI for a Seamless User Experience - Calls, Tasks, and Meetings

        Hello all, We are making UI unification across CRM so that the UI experience is seamless across the product. As part of that effort, we have made changes to the details page of activity-based module records—Meetings, Calls, and Tasks. Let's look at these

      • Where can I find rejected inbound mails and their reason for rejection

        Hi, I was recently made aware by a mailing list which I am subscribed to (ffmpeg-devel@ffmpeg.org) that my Zoho mail Mail account is rejecting some emails. If I look under Admin Panel > Security & Compliance > Quarantine > Incoming, the list there is

      • Refund

        Hi There, Please refund me asap possible, because of no support given. Thank you

      • تغيير عمله الدفع"Change payment currency"

        ما هى طريقه تغيير عمله الدفع "ما هي طريقة تغيير عملة الدفع؟"

      • How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

        How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

      • Attention API Users: Upcoming Support for Renaming System Fields

        Hello all! We are excited to announce an upcoming enhancement in Zoho CRM: support for renaming system-defined fields! Current Behavior Currently, system-defined fields returned by the GET - Fields Metadata API have display_label and field_label properties

      • Zia's ability to generate and improve content extended to Desk mobile app (iOS and Android)

        In support, agents will have to understand customers' pain points completely to provide empathetic personalized solutions and a positive experience. However, at times, agents might find it challenging to comprehend the customer issues and connect with

      • BANK FEED - MAYBANK , provider from YODLEE IS NOT WORKING

        As per topic, the provider YODLEE is not working for the BANK FEED. It have been reported since 2023 Q3, and second report on 2023 Q4. now almost end of 2024 Q1, and coming to 2024 Q2. Malaysia Bank Maybank is NOT working. can anyone check on this issue?

      • Zoho Sign product updates - Q3 2025

        Hello everyone! Q3 was all about AI. Here's the list of features and enhancements that have gone live, along with a list of what we have in pipeline for the last quarter: AI-powered agreement management Sending documents and authenticating recipients

      • Zoho sites header

        Good day, Im stuck with this situation. I choose a template for my website creation. I have tweaked every instance of the visual editor, regarding the header, I have created created customize fonts presets... I have followed every single step. and my

      • Zoho Books Sandbox environment

        Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

      • Quick Create needs Client Script support

        As per the title. We need client scripts to apply at a Quick Create level. We enforce logic on the form to ensure data quality, automate field values, etc. However, all this is lost when a user attempts a "Quick Create". It is disappointing because, from

      • Kaizen #152 - Client Script Support for the new Canvas Record Forms

        Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

      • DNS set up

        I want to create an email with my company domain. When I tried to add new record with cloudflare it didn't work. The DNS record can't be manually added. I followed the instruction but still can't add it. Could you help?

      • Pocket from Mozilla is closing shop. Don’t lose your favorites . Move them to Zoho Mail Bookmarks now! 📥🔖

        The end of Pocket shouldn't mean the end of your important links and content. Easily import them into Zoho Mail's Bookmarks and continue right where you left off. You can bring over your entire Saves, Collections, and tags just the way they are. Bookmarks

      • General suggestions

        Hello, I've picked this forum as it is at the top of the list! :) First suggestion: A general forum for issues and comments that are not specific to a particular Zoho application. Second suggestion: Put a link on the home page to "Zoho Identity Access Manager" The first suggestion came about because I didn't know where to post the second! ;) Regards Mark

      • Can't upload attachments.

        I can't upload attachment in Zoho Mail.

      • Need Guidance on SPF Flattening for Zoho Mail Configuration

        Hi everyone, I'm hoping to get some advice on optimizing my SPF record for a Zoho Mail setup. I use Zoho Mail along with several other Zoho services, and as a result, my current SPF record has grown to include multiple include mechanisms. My Cloudflare

      • How use

        Good morning sir I tried Zoho Mail

      • Zoho Mail Desktop App Not Loading + Can’t Manage Multiple Accounts

        Hi everyone, I’ve been having ongoing issues with the Zoho Mail desktop app for the past few weeks. The app starts to load but gives up midway and never actually opens — there’s no error message, it just stops loading. The main reason I use the desktop

      • Error when sending emails from Zoho

        Hello, When trying to send an email from Zoho CRM I keep getting the below error: javax.mail.AuthenticationFailedException: 535 5.7.139 Authentication unsuccessful, the user credentials were incorrect. Any support on this will be much appreciated. Thanks,

      • Zoho Tables is now live in Australia & New Zealand!

        Hey everyone! We’ve got some great news to share — Zoho Tables is now officially available in the Australian Data Center serving users across Australia and New Zealand regions! Yes, it took us a bit longer to get here, but this version of Zoho Tables

      • Not all emails from outlook365 migrated to my new zoho account

        I recently setup a new email address hosted by zoho. I migrated all my folders and email from my Outlook365 account to my new zoho account, but not all my emails migrated. Looks like only the past 12 months, or so, made the move. How do I get the rest

      • Clients not receiving emails

        I've been informed that my emails are not being received. Is there anything that I should look into to rectify this? Many thanks!

      • Max numbr of IMAP Accounts in Zoho Mail?

        In Zoho mail, you can manage the inboxes of other accounts using IMAP (and POP, actually) https://www.zoho.com/mail/help/external-imap-accounts.html Is there a max to the number of inboxes we can add?

      • Next Page