Configuring Advanced Ticket Assignment

The Advanced Ticket Assignment extension for KB Support enhances how agent tickets can be assigned.

The following information will enable you to get up and running optimally.

Installation

Please view this article for assistance installing a premium KB Support plugin.

Determine Assignment Requirements

Now that the plugin is installed and licensed, you should proceed to define ticket assignment options to meet your support company requirements.

Assignment rules can be defined by;

• Individual Customer – go to Tickets -> Customers and edit a customer
• Company – go to Tickets -> Companies and edit a company
• Ticket Category – go to Tickets -> Categories and edit a category
• Easy Digital Downloads Download – go to Downloads -> All Downloads and edit a download
  (requires the Easy Digital Download plugin and the KBS EDD extension)
• WooCommerce Product – go to Products -> All Products and edit a product
  (requires the WooCommerce plugin and the KBS WOO extension)
• Submission Form – go to Tickets -> Submission Forms and edit a form
• Defined Ticket Assignment Option -> go to Tickets -> Settings -> Tickets tab -> Agent Settings

It is important to understand that assignment rules are also applied in the above order. When a rule is matched, that rule is applied, and further assessment is stopped.

For example, let’s say you have Customer A set to have Tickets assigned to Agent A and the Refund ticket category set to have tickets assigned to the Refunds department. All tickets logged by Customer A will be given to Agent A regardless of whether or not the ticket is within the Refund category.

Tickets will be assigned to the Refunds department only if submitted by a customer other than Customer A.

You can also exclude Support Managers from having tickets automatically assigned to them. This option can be found under Tickets -> Settings -> Extensions -> Advanced Ticket Assignment.

Setting Assignment Options

Once you have decided on your assignment preferences, head to the appropriate page (as described above). You will see a Ticket Assignment Options table similar to the one below.

Select Agent, Department, or Agent in Department from the Assignment Type select list. The Assign To select list will automatically update, allowing you to choose the agent or department to assign the tickets. Once selected, click Update. If applying rules to a customer, click the Save Assignment Rule button.

If you select to have tickets assigned to Agent in Department, an additional drop-down list will become visible. You can use this field to choose whether to randomly assign an agent within a department or by the least number of tickets.

Assignment options