MARCH 2025

Building your ideal Zendesk account

Part 2: Automating ticket assignments

Introductions

What you’ll learn

The Why

The How

What’s in it for you

Discussions & Demos

Q&A

Agenda

Shravanthi is a Customer Success Manager at Zendesk who is passionate about collaborating with customers to ensure they are fully optimized with Zendesk and utilizing its features to their maximum potential.

Angi serves as a Customer Success Manager at Zendesk where she talks all things best business practices as a Zendesk user. She has worked with Zendesk almost ten years and will admit she is biased when she says it is the best software in the market.

Organizing your team

Automating ticket assignments

Creating templates for repetitive tickets

Prioritizing and tracking tickets with custom views

Assign to specific agents or groups

​

Route based on the email they arrive at

​

Unassign reopened tickets

What you’ll learn

✔

Automating ticket assignments

Automating ticket assignments can significantly enhance your team's efficiency and response times.

​

In this session, we will guide you through the essential strategies and tools needed to streamline your ticket management process.

Be ready to:

Set up automated workflows

Route tickets to the right agents

Provide timely resolutions

The Why

by automating ticket assignments, allowing your team to focus on more complex issues

Reduce manual effort

by providing timely resolutions through streamlined ticket management processes

Boost customer satisfaction

by ensuring tickets are routed to the right agents quickly, enhancing overall efficiency

Improve response times

What tools will get you there?

What are your goals?

How will you turn your goals into reality?

YOU

The How

What’s in it for you?

Gain practical knowledge on setting up automation tools that fit your specific workflow needs.

​

​

Learn to automate assignments

Discover actionable insights to enhance collaboration among team members, resulting in improved service quality and customer experiences.

Foster collaboration

Learn best practices for managing ticket assignments that can lead to a more organized and productive support team.

​

Manage tickets efficiently

Coffee & Co.

As a top supplier of premium coffee beans, Coffee & Co. sources the finest beans globally, helping clients deliver exceptional coffee experiences.

​

As the company grows, it recognizes the need for streamlined customer support. By implementing Zendesk Support workflows, Coffee & Co. aims to improve communication, speed up response times, and handle inquiries efficiently.

​

Their goal is to provide outstanding support that matches the quality of their products, strengthening relationships with partners and boosting customer satisfaction. Join us to see how Zendesk can enhance Support operations for companies like Coffee & Co.!

Please note that this is a mockup company created for demonstration purposes.

Photo from Unsplash

Who can manage these auto-assignment rules?

Admins and agents in custom roles with permission to manage triggers can view the list of triggers and view, add, edit, and delete individual triggers.

Enterprise Plans

Admins manage triggers, while agents, light agents, and contributors can't access the list of triggers and have read-only access to individual triggers.

Non-enterprise plans

Assigning tickets to specific agents or groups

Auto-assigning tickets to specific agents or groups

Assigning tickets to specific agents or groups involves using triggers to direct incoming tickets to designated team members based on set criteria.

This approach ensures that issues are addressed by the most qualified individuals or teams.

ASSIGNING TO SPECIFIC AGENTS OR GROUPS

Test your ticket assignment rules by verifying the ticket events.

Clearly define the criteria for ticket assignments, such as expertise or availability.

Regularly review and adjust assignments to align with team changes or workload shifts.

BEST PRACTICES

NOTE: If omnichannel routing is enabled in your account, ticket routing may be affected by your configured settings.

What it is

What it does

ASSIGNMENT CRITERIA

From a specific channel

From specific end users

From an organization

Why auto-assign tickets to specific agents or groups?

ASSIGNING TO SPECIFIC AGENTS OR GROUPS

Enhance efficiency

​

Auto-assigning tickets to specific agents or groups speeds up the support process, helping your team resolve issues more quickly.

Leverage expertise

​

Targeted assignments ensure tickets are managed by the most qualified agents, resulting in better outcomes and happier customers.

Improve accountability

​

Assigning tickets to specific agents promotes ownership and responsibility, motivating team members to manage their cases effectively.

How can I automatically assign tickets to specific agents or groups?

ASSIGNING TO SPECIFIC AGENTS OR GROUPS

FROM A SPECIFIC CHANNEL

DEMO

How can I automatically assign tickets to specific agents or groups?

ASSIGNING TO SPECIFIC AGENTS OR GROUPS

FROM AN ORGANIZATION

DEMO

How can I automatically assign tickets to specific agents or groups

ASSIGNING TO SPECIFIC AGENTS OR GROUPS

FROM A SPECIFIC END USER

DEMO

Routing tickets based on the email they arrive at

Routing tickets based on the email they arrive at

​

Routing tickets based on the email they arrive at means directing incoming tickets to specific support groups according to the customer’s email domain or support address.

This approach ensures that inquiries are handled by the most appropriate team, improving efficiency and resolution rates.

ROUTING TO GROUPS BY SUPPORT ADDRESS

Clearly define and document the support addresses linked to each group to prevent misrouting.

Keep your team informed about any changes to support addresses or group responsibilities.

Continuously evaluate the effectiveness of your routing rules and adjust them as necessary.

BEST PRACTICES

PREREQUISITE

Agent groups

Multiple support email addresses

What it is

What it does

Why route to groups by support address?

ROUTING TO GROUPS BY SUPPORT ADDRESS

Streamline support processes

​

Routing tickets by support address simplifies your workflow, enabling teams to concentrate on their expertise.

Enhance resolution accuracy

​

Directing tickets to the right groups ensures agents with the relevant knowledge handle inquiries, leading to better resolutions.

Boost customer satisfaction

​

Efficient ticket routing leads to faster responses and improved service, enhancing the customer experience.

How can I route tickets to groups by support address?

ROUTING TO GROUPS BY SUPPORT ADDRESS

DEMO

Unassigning reopened tickets

Unassigning reopened tickets

Unassigning reopened tickets is an essential feature that enables you to automatically remove the assignment of a ticket when it is reopened after it was initially resolved.

This functionality ensures that reopened issues are not linked to a specific agent, fostering a more flexible and efficient workflow for your support team.

UNASSIGNING REOPENED TICKETS

Ensure that all team members are trained on how reopened tickets are handled.

Keep track of metrics related to reopened tickets, such as the frequency of reopenings and resolution times.

Regularly test your triggers to ensure they function correctly and adjust as necessary.

BEST PRACTICES

What it is

What it does

Why unassign reopened tickets?

UNASSIGNING REOPENED TICKETS

Optimize workflows

​

Automatically unassigning reopened tickets removes delays, allowing your team to manage new inquiries more efficiently.

Improve work distribution

​

This method allows agents to take on reopened tickets according to their current workload, promoting a more balanced distribution of tasks.

Boost customer satisfaction

​

By allowing any agent to manage reopened tickets, you can achieve faster resolutions, resulting in improved customer experiences.

How can I unassign reopened tickets?

Unassigning reopened tickets

DEMO

Let’s hear your questions!

Now you know!

Now that you've gained valuable insights from our event, it's time to make use of these features. Use triggers and workflows to streamline ticket distribution, allowing your team to focus on resolving issues rather than managing assignments.

​

By auto-assigning your support tickets, you can ensure tickets are directed to the right team members based on their skills and availability, reducing response times and improving overall efficiency.

​

Organizing your team

Creating templates for repetitive tickets

Prioritizing and tracking tickets with custom views

Up next…

Automating ticket assignments

Discover key strategies and tools to use macros for better customer experience and efficient ticket handling.

Building your ideal Zendesk account - Part 3: Creating templates for repetitive tickets

Zendesk essentials: Live tutorials

Hosted by: Zendesk

March 18 @ 11 AM CST

Duration

60 Minutes

Available to:

All Customers & Prospects

Registration Link

Here