Why does a ticket responded to doesn't go to the agent assigned to the ticket?
Question asked by Tracy Barnes - August 9, 2017 at 11:58 AM
Answered
I have all NEW tickets going to a particular agent, but if I Take a ticket, respond to it and then the customer responds to it; why does it go to the New ticket agent and not come to me directly now that the ticket is in progress?

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Andrea Rogers Replied
Employee Post Marked As Answer
Hi Tracy! This will occur if you are not active in that group. Click on the Available / Unavailable button in the upper right corner, then choose Active Groups. Make sure that you have a checkmark under the Tickets column for that group. From now on, when you Take a ticket, it should stay with you until you manually transfer it or go inactive in that group again. 
 
Hope this helps!

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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Tracy Barnes Replied
Thanks Andrea!
 
I didn't put myself in the Group because I didn't want New tickets to come to me; only when they can't be solved by the agent in that Group.
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Andrea Rogers Replied
Employee Post
Hi Tracy,
 
In that case, you'll just want to make sure your agent-group relationship is set accordingly. Go to Manage > Groups and edit the group. On the Agents tab, double-click your username and make sure the Round Robin option is set to Not Included (Pull from Queue). In order for a ticket to be assigned to you, you'll need to Take it from the Queue or another agent. No tickets will be assigned to you automatically.
 
If the other agent in that group is set to Primary Group for the Round Robin option, then all new tickets will go to them by default. If they go inactive from that Group using the Active Groups window, then tickets will start going to the Queue instead, where one of you can Take them as needed.
 
You can also utilize the Max Tickets setting to make sure that agent is not overwhelmed with tickets. Assuming you two are the only agents in the group... If you have your Round Robin set to Not Included (Pull from Queue), then tickets that go over the agent's max limit will be sent to the Queue, where either of you can Take them. On the other hand, if you have your Round Robin option set to Secondary Group, then tickets that go beyond that agent's max limit will be assigned to you by default instead. 
 
Check out our KB on Ticket Distribution Configuration for more information, or let me know any other questions you might have! 

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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