Assigning Internal Agents and Groups using Bulk Updates:
You can also use Bulk Updates to assign a selected set of tickets to an Internal group and agent making sure to choose the status to which the Internal group(s) is mapped.
- Select the tickets you’d like to perform bulk actions on the Ticket List View page, and click on Bulk Update
Update the respective ticket Status, Internal group and agent.
- Click on Update to execute this action.
Assigning Internal Agents and Groups using Scenarios:
You can also set up Scenarios to assign Internal agents or groups to tickets.
To set up an automation, go to Admin > Agent Productivity > Scenario Automations, and click on New Scenario.
Under Actions, you can select Assign To Internal Group/Agent as the action to be executed. If a custom ticket status hasn’t been assigned, please make sure to assign that before you add the ‘Assign to Internal Group/Agent’ action. To learn more on mapping the ticket status to the Internal group, click here.
Note: The selected scenario will not be executed on tickets if the ticket status at the time of execution is not mapped to the selected Internal group.
You can choose the Group/Agent from the dropdown list that appears. You can also make this Scenario Automation visible to All the agents/Agents in group.
Click on Save.