Configuring Advanced Ticket Assignment

The Advanced Ticket Assignment extension for KB Support enhances the way in which tickets can be assigned to agents..

The following information will enable you to get up and running in the most optimal way.

Installation

For assistance on installing a premium plugin for KB Support, please view this article.

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 order stated above. As soon as a rule is matched, that rule is applied and further assessment is stopped.

As an 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 assigned 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 choose to 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 your assignment preferences, head to the appropriate page (as described above. You will see a Ticket Assignment Options table similar to the 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 select the agent or department you want to have the tickets assigned to. 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 select whether to assign to an agent within a department randomly or, by least amount of tickets.

Assignment options