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Finding Tickets to Assign to Team

  • October 28, 2024
  • 4 replies
  • 82 views
APettit 4771ce ecasd
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Hi!

 

Often times our users, and some of its our own fault, but they can’t/don’t identify the asset or issue correctly, leaving a queue of tickets without a place to be.  I’d love to look for items in the Issue Description that pertain to my assets but can’t seem to do it to bulk-assign the tickets to our team.  

 

Looking for some useful suggestions if anyone has any?  Thank you! 

Best answer by jclark

We require a team assignment for all tickets as well, so I can make a couple of suggestions.

  1. It sounds like you may want to create an issue/category for some of the frequent things that don’t have a category yet - such as “ParentSquare” - so that there’s an actual filterable data point to use for routing them to the correct team via rules. This also helps with reporting later on.
  2. Create a “catch-all” team, and set it as your final rule for “When Created - assign to team XXX” - so that if a ticket doesn’t match any other rules along the way it will at least match that one, and those of you watching for those orphaned tickets have a central place to find and reassign them. We used to call this our “Unassigned Queue”.

Finally - to combat the problem we have with people not correcting teams, or not assigning one at all, we’ve put a few ideas out there that you can vote on if you feel like they’d help.

 

4 replies

A
Mentor
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Are you trying to filter “unassigned” tickets based on data in the description?

Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
APettit 4771ce ecasd
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@AMeyer Greendale Schools  Yes… because Issue Description is not a filtered column, I can’t seem to search for only those that contain “ParentSquare”, for instance, so I can bulk-assign them to our Tier 3 Integration team. 

J
Specialist
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  • jclark
  • Specialist
  • Answer
  • October 29, 2024

We require a team assignment for all tickets as well, so I can make a couple of suggestions.

  1. It sounds like you may want to create an issue/category for some of the frequent things that don’t have a category yet - such as “ParentSquare” - so that there’s an actual filterable data point to use for routing them to the correct team via rules. This also helps with reporting later on.
  2. Create a “catch-all” team, and set it as your final rule for “When Created - assign to team XXX” - so that if a ticket doesn’t match any other rules along the way it will at least match that one, and those of you watching for those orphaned tickets have a central place to find and reassign them. We used to call this our “Unassigned Queue”.

Finally - to combat the problem we have with people not correcting teams, or not assigning one at all, we’ve put a few ideas out there that you can vote on if you feel like they’d help.

 

Kathryn Carter
Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • October 29, 2024

@APettit 4771ce ecasd Thank you for submitting your question to our community! 😄

Thank you @AMeyer Greendale Schools and @jclark for your insight on this thread! 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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