Request Assignment made Easy!
The typical day of the Helpdesk Coordinator here at Zoho Support is pretty exciting… Receiving hundreds of requests everyday, it is he who manually assigns ownership to each one of them. Though this can be accomplished using Workflows, we realized it was not an obvious solution for our customers. Also, it is quite common for us to receive a request related to Zoho CRM in the Zoho Support department which often required a manual move.
We committed ourselves to find a solution for these productivity guzzlers and so is the release of a simple, yet powerful
automation
feature –
Request Assignment Rules.
So, what is Request Assignment rules and how can it replace your helpdesk coordinator?
Look at how things changed for us with request assignment rules:Request assignment rules can be used to move a request to an appropriate department and further assign ownership to it in the new department. Everything is automatic and works on pre-defined conditions which when matched with, would trigger an assignment rule and ensure the associated actions are accomplished.
The above rule helped us move a request received in Zoho Support to the appropriate department and further assign ownership to it in the new department.
Meanwhile if you see your business in the above mentioned scenarios, it’s time to set your own rules. Also locate this feature under Automation in Setup. Request assignment rules are a
vailable only for Professional and Enterprise subscribers. Y
ou can
can create a maximum of 10 rules under Professional and 20 under Enterprise plans. Each rule can be
associated with up to 5 triggers.