Setting up automatic ticket assignment

Admins and Managers can leverage a Mojo bot to automatically assign tickets to agents. Mojo bots are an efficient way to automate workflows based on specific events and conditions.

For example, whenever a ticket is created, updated, or deleted, AND the ticket meets certain conditions, then a Mojo bot can execute an action(s).

There are three assignment actions available:

  1. Assign ticket to (one agent)
  2. Assign agent with round robin method to team
    • Each agent receives a ticket assignment in a fixed, repeating order, ensuring an even and predictable distribution of workload over time
  3. Assign agent with load-balancing method to team
    • Tickets or tasks are assigned based on each agent’s current workload, aiming to keep workloads evenly distributed in real time. Agents with fewer open tickets or lower activity levels are prioritized

Assignment via round robin or load-balancing require the creation of Agent Teams and assigning agents to 1 or more teams, and then the creation of the Mojo bots.

Automatic assignment using a round robin or load-balanced method

First, create an Agent Team

  1. Go to Admin Settings > Agents & teams > Teams
  2. Create a new team (if needed) 
  3. Add agents to one or more teams

Next, create the Mojo bot

  1. Go to Admin Settings > Business rules > Mojo bots
  2. Create a new Mojo bot (if needed)
  3. Choose the Event type
    • Select an event to will cause the Mojo bot to check conditions and take any actions as designed. For auto-assignment of a new ticket to an agent, ‘on ticket creation’ would be an appropriate choice.
  4. Condition
    • Define the conditions that must be met for the Mojo bot to take action. This could be the queue chosen for the ticket, the ticket form used to create the ticket, or any value in a custom form field.
  5. Action
    • Select the desired action
      • Assign agent with round-robin method to (select the team)
      • Assign agent with load-balancing method to (select the team)

Note that if an agent's profile record is marked as "out of office", those agents will be excluded from auto-assignment when either the round robin method or load-balancing method is selected as the action type.