Allow Agents to Manually Pull Tickets from the Queue

Administrators can choose between several different distribution methods to automatically assign tickets to agents. If the company operates in such a way that agents should not be automatically assigned tickets, administrators should choose the method commonly referred to as "cherry-picking distribution". This will allow agents to manually pick tickets from the queue.

Applies to SmarterTrack 11.x-12.x

Allow Agents to Manually Choose Tickets from the Queue
Follow these steps to change the ticket distribution method so agents can manually pick tickets from the queue:

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder.
  4. Click Groups in the navigation pane.
  5. Edit the Group and click on the Agents tab.
  6. Edit the agent you would like to allow to manually pull tickets from the queue.
  7. In the Round Robin field, select Not Included (Pull from Queue) from the list.
  8. Click Ok.
  9. Click Save.

Manually Pulling Tickets from the Queue
If the administrator set the ticket distribution method to cherry picking from the queue, agents will need to manually pull tickets from the queue by doing the following:

  1. Log in to the SmarterTrack management interface as an Agent.
  2. Click the Tickets icon.
  3. Expand the Queue folder in the navigation pane.
  4. Choose a folder to view tickets from.
  5. Select the ticket that you want to work on.
  6. Click Take in the content pane toolbar. The selected ticket will be assigned to you.

 

Applies to SmarterTrack 7.x - 10.x

Allow Agents to Manually Choose Tickets from the Queue
Follow these steps to change the ticket distribution method so agents can manually pick tickets from the queue:

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders.
  4. Click Groups in the navigation pane.
  5. Edit the Group and click on the Agents tab.
  6. Edit the agent you would like to allow to manually pull tickets from the queue.
  7. In the Round Robin field, select Not Included (Pull from Queue) from the list.
  8. Click Ok.
  9. Click Save.

Manually Pulling Tickets from the Queue
If the administrator set the ticket distribution method to cherry picking from the queue, agents will need to manually pull tickets from the queue by doing the following:

  1. Log in to the SmarterTrack management interface as an Agent.
  2. Click the Tickets icon.
  3. Expand the Queue folder in the navigation pane.
  4. Choose a folder to view tickets from.
  5. Select the ticket that you want to work on.
  6. Click Take in the content pane toolbar. The selected ticket will be assigned to you.

 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

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