How Are Tickets Assigned in Freshdesk?

How Are Tickets Assigned in Freshdesk?

đź“‘ Table of Contents

  1. How Does Ticket Assignment Work in Freshdesk?
  2. What Are the Methods for Assigning Tickets?
  3. How Are Tickets Assigned Based on the Agent's Availability?
  4. What Is the Role of the "Agent Email Match" in Ticket Assignment?
  5. How to Sync Agents Between MyOperator and Freshdesk?
  6. Troubleshooting Common Ticket Assignment Issues
  7. Frequently Asked Questions (FAQs)

1. How Does Ticket Assignment Work in Freshdesk?

Freshdesk automatically assigns tickets to agents based on the ticket assignment settings. This ensures that each customer request is handled promptly by an available agent. The system can assign tickets through several methods, such as:

  • Round-robin distribution: Tickets are assigned to agents in a circular order.
  • Priority-based assignment: Tickets can be assigned based on priority levels, ensuring high-priority tickets are handled first.
  • Skill-based assignment: Tickets are routed to agents with the appropriate skill set to resolve the issue.

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2. What Are the Methods for Assigning Tickets?

Freshdesk supports several methods to assign tickets, giving businesses flexibility in managing workload:

  • Serial Wise Distribution: Tickets are distributed to agents one by one in a fixed order.
  • Balanced Distribution: Tickets are equally distributed to agents, ensuring a fair workload distribution.
  • Simultaneous Distribution: Not supported for this integration with MyOperator.

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3. How Are Tickets Assigned Based on the Agent's Availability?

When a ticket comes in, Freshdesk will first check the agent's availability:

  • Active Agents: If an agent is available (online or not engaged in another ticket), the system will assign the ticket to them based on the chosen assignment method.
  • Agent's Status: Freshdesk can assign tickets only to agents who are marked as available in the system. If an agent is set to unavailable or busy, the system will skip them and look for the next available agent.

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4. What Is the Role of the "Agent Email Match" in Ticket Assignment?

For Freshdesk to correctly assign tickets to agents, the agent email in Freshdesk must match the agent email in MyOperator exactly:

  • Email Mismatch: If there is a mismatch in the email addresses between Freshdesk and MyOperator, tickets will not be assigned correctly.
  • Ensure that each agent’s email is synced properly between both systems for the seamless assignment of tickets.

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5. How to Sync Agents Between MyOperator and Freshdesk?

To ensure smooth ticket assignment, it’s crucial that your agents in MyOperator are synced with Freshdesk. Follow these steps to sync them:

  1. Go to the MyOperator Panel:
    Log in to MyOperator and navigate to the integration panel.
  2. Sync Users:
    Click on the Sync Users button to ensure that your agents in Freshdesk appear correctly in MyOperator.
  3. Email Address Matching:
    Double-check that each agent’s email in Freshdesk matches the email in MyOperator to avoid assignment issues.

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6. Troubleshooting Common Ticket Assignment Issues

If you are facing issues with ticket assignments in Freshdesk, follow these steps:

  • Invalid or Expired Credentials:
    • Ensure that your Freshdesk domain and API key are correct and up to date.
  • Webhook Not Configured:
    • Ensure the AfterCall Webhook is properly added in MyOperator with the correct method (POST) and content type (JSON).
  • Agent Sync Issues:
    • If your agents are not syncing between MyOperator and Freshdesk, manually sync them via the integration panel.
  • Check the Agent Email Match:
    • Verify that each agent’s email in Freshdesk matches exactly with their email in MyOperator.

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7. Frequently Asked Questions (FAQs)

Q1. What should I do if my agents’ emails don’t match between Freshdesk and MyOperator?

  • You need to update the agent emails in either Freshdesk or MyOperator to ensure they match exactly for successful ticket assignments.

Q2. How can I verify if the AfterCall Webhook is set up correctly?

  • In the MyOperator panel, go to APIs and Webhooks, then confirm that the AfterCall Webhook has the correct POST method and Content-Type set to JSON.

Q3. Can I use simultaneous call distribution for ticket assignment?

  • No, simultaneous distribution is not supported for ticket assignment in this integration. Use serial or balanced distribution instead.

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đź“Ś Keywords:

Freshdesk, ticket assignment, MyOperator, API integration, email match, agent sync, webhook, troubleshooting, call distribution.

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