Move tickets to a specific layout within a department using macros

Move tickets to a specific layout within a department using macros

Hi everyone,


In customer support and service management, efficiently handling tickets and ensuring they reach the appropriate team for resolution is crucial. To improve our ticket management process, we’re introducing the "Move Department" action within macros to streamline how tickets are transferred between departments.


The main reason for incorporating this option in macros is to allow agents to select a specific layout within a department when moving a ticket, ensuring it is properly configured for resolution. Using the "Move Department" action in a macro also allows admins to define user permissions, restricting agents to only move tickets to designated departments. This helps maintain accuracy in ticket routing, reduces errors, and enhances overall efficiency.


Here’s how this update benefits different industries in real-time:


1. IT services:

 

An IT services team receives a ticket regarding a complex software integration issue that needs immediate attention. After reviewing the ticket, the agent realizes the problem involves advanced system configurations. However, instead of allowing the agent to transfer the ticket to any department, the macro limits the transfer to the "Advanced Configurations" department. Additionally, the macro prompts the agent to assign the ticket to the "Complex Integrations Layout," ensuring the ticket is directed to the team specialized in handling intricate system setups. This controlled transfer, combined with the correct layout, ensures that the issue is managed by the right experts, leading to faster and more effective problem resolution, and ultimately enhancing customer satisfaction.


​

 

2. Retail sector:

 

A customer service team in a retail company receives a ticket regarding a complaint about a faulty product that requires a replacement. After reviewing the ticket, the team realizes that the issue involves complex product returns and vendor coordination. They use the macro to transfer the ticket to the Returns and Exchanges department and assign it to the Complex Returns Layout. This ensures that the ticket is directed to the department with the expertise and resources to handle intricate return processes. The specialized layout streamlines the handling of returns, facilitating quicker resolution and enhancing customer satisfaction by effectively managing product issues and ensuring timely resolutions.

 


 

For more information on how to use the Move Department action, refer to the help doc on Using the Move Department action in Macros.

 

This feature is available to all users across all the data centers. For any questions or further assistance, please reach out to our support team at support@zohodesk.com or leave your queries and feedback in the comment section below.

 

Thanks, and have a great day!


Regards,

Varsha P | Zoho Desk - User Education.




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