Setting up auto-assignment of new tickets

Admins and Managers can create Mojo bots to automatically assign tickets to Agents. Mojo bots are an efficient way to automate workflows based on certain conditions of a ticket. Whenever a ticket is created, updated or deleted, and the ticket meets certain conditions, then the Mojo bot will execute an action(s). 

There are three options to choose that will  take action on a ticket and auto-assign it to an agent:

  1. “Assign ticket to”: Assign to an agent (one) 
  2. "Assign agent with round-robin method to team"
  3. “Assign agent with load-balancing method to team”

Options 2 and 3 require the creation of Agent Teams and assigning agents to 1 or more teams, and then the creation of the Mojo bots.

How do I set up automatic assignment using a round robin or load-balanced method?

Create a teams for agents

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

Set the action item on 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. Conditions
    • Define the conditions that should be on the ticket to cause this Mojo bot to take action. This could be the queue chosen for the ticket, or the ticket form used to create the ticket, or a ticket type selection, or any value in a custom form field.
  5. Action
    • Select the action "Assign agent with round-robin method to (select the team)" or "Assign agent with load-balancing method to (select the team)".

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