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Customized Ticket Assignment Rules in Zoho Desk

Introduction

Zoho Desk is a leading customer service platform that enables businesses to deliver superior support to their customers. Despite its comprehensive feature set, a specific limitation was identified in its ticket assignment functionality. Traditionally, Zoho Desk could not automatically assign tickets to agents in a round-robin format based solely on their online status. This case study explores the challenge faced, the custom solution implemented, and the benefits derived from this approach.

The primary issue was Zoho Desk's inability to assign tickets in a round-robin format among online agents. This limitation led to uneven distribution of workloads, with some agents being overloaded with tickets while others had idle time. The need was for a more efficient system that could ensure a fair distribution of tickets, thereby enhancing the overall efficiency of the customer service team.

The Solution

To address this challenge, a custom script was developed. The core functionality of this script was to fetch the list of online agents at any given time and then assign incoming tickets to these agents in a round-robin format. This approach ensured that each online agent received an equal number of tickets, thereby optimizing workload distribution. The script was integrated into the Zoho Desk environment, enabling seamless operation without disrupting existing workflows.

Implementation

The custom script was developed using Deluge and Zoho Desk's API, which provided the necessary endpoints to fetch online agents and update ticket assignments. The script operated in real-time, constantly monitoring the online status of agents and the incoming ticket queue. Upon the arrival of a new ticket, the script calculated the next agent in the round-robin sequence and automatically assigned the ticket to that agent.

The implementation of the custom ticket assignment rule brought about several significant benefits:

Equal Workload Distribution: By ensuring tickets were evenly assigned to online agents, the solution prevented burnout and underutilization, leading to higher job satisfaction among the customer service team. Faster Issue Resolution: With tickets always assigned to available agents, the time to first response and overall resolution times improved, leading to increased customer satisfaction. Increased Efficiency: The automated process eliminated the need for manual ticket assignment, freeing up supervisory staff to focus on more strategic tasks. Scalability: The solution easily adapted to fluctuations in ticket volume and the number of online agents, providing a scalable approach to ticket management.

The custom script for ticket assignment in Zoho Desk addressed a critical gap in the platform's functionality, bringing about substantial improvements in operational efficiency and customer satisfaction. This case study demonstrates the power of customization in adapting standard software solutions to meet specific organizational needs. By leveraging the API provided by Zoho Desk, the company was able to implement a solution that not only resolved the immediate issue but also positioned them for greater success in their customer service operations.

Project Details

• Project Name: Software License Management
• Industry: E-commerce
• Project Year: 2021

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Zoho Desk Auto-assignment of Tickets Based on CRM Owners – 2020

• Posted on April 7, 2020

In this week’s implementation, we show how to automate the assignment of tickets inside Zoho Desk to the proper account owner inside Zoho CRM.  This process is made possible by using Zoho Flow.  

Here are some key points from this video:

• On new ticket creation, a flow is triggered
• Fetches Contact, and then Account information from CRM for Desk Contact on file for the ticket
• Writes owner of CRM Account (could be defined at Contact level) into Ticket as Ticket Owner

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5 Best Help Desk Ticketing Systems

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If you’re on the hunt for a new help desk ticketing system for your organization, it can be overwhelming and time-consuming to spend time vetting multiple software solutions. Instead, save time and energy and read on to learn more about the best IT help desk ticketing systems for 2023. 

Methodology

In order to compile this list of the top help desk ticketing systems, I analyzed numerous IT ticketing solutions based on the following criteria:

• Functionality
• Customer Reviews
• Integrations

In addition, I took part in demonstrations for each software solution to bring my first-hand impressions to this Buyers’ Guide. 

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Our Picks: Best Help Desk Ticketing Systems

Best for General Customer Experience Management

Zendesk has designed its solution to be an all-in-one solution for customer experience management. For teams looking for a highly customizable and flexible support option that goes beyond the capabilities of a traditional ticketing system, Zendesk is an easy-to-use option. The ticketing capabilities of Zendesk make it simple for teams to internally label and flag tickets based on their position in the queue and level of urgency – streamlining the ticketing process overall.

Ticket dashboard with an overview from Zendesk. Source: Zendesk, accessed July 2023.

Key Features

• Artificial intelligence (AI) recommendations – AI-powered recommendations help teams to improve customer support, gain insights about tickets, team trends, and more. 
• Ticket collaboration – Multiple collaborators can work within one ticket, making cross-departmental collaboration easy. 
• Workflow automations – Workflow automation options allow teams to create efficient processes for faster problem resolution.

Pros & Cons

Best for Atlassian Users

Created in 2020 as a response to users’ need for service request management, Jira Service Management helps accelerate the workflow of issue resolution from ticket creation to resolution. Jira Service Management is designed to help IT teams manage various problems, whether IT support tickets, tackling software development issues, or even incident management, making it a flexible option for technical teams of all varieties.

Read our complete Jira Service Management Review

For existing Jira users, Jira Service Management is a convenient solution, as it works within the same platform as other Jira products for a seamless transition between applications. 

An example of an open service ticket in Jira Service Management. Source: Atlassian, accessed June 2023. 

• Dashboards and Reports – Easily visualize project trends and uncover deeper reports with custom insights not displayed by the default reports. 
• Knowledge base – Jira Work Management’s Confluence-powered knowledge base empowers teams to write and share informative articles for customers and team members. 
• SLAs (Service Level Agreements) – SLAs help your team track internal performance against the level of service expected by customers, to identify trends and improve team efforts. 

Best Ticketing System for Small Teams

Zoho Desk is the ticketing system solution within the larger portfolio of Zoho business software, offering users a simple ticketing solution without excluding any of the key functionality your team needs. With affordable paid plans and a straightforward interface, Zoho Desk is a user and budget-friendly solution for smaller teams or teams who are new to ticketing software solutions. 

A look inside the user interface of Zoho Desk, complete with status updates, customizable views, and instant ticket assignment. Source: Zoho, accessed June 2023.

• Multi-department support – Customize Zoho Desk based on your organization’s needs, including multi-department support. 
• Auto-tag tickets with AI – Speed up the ticketing process with automatic categorization options. 
• Zia Dashboard – Monitor stats and dive into analytics all from one cohesive dashboard. 

Best for Project & Issue Management

monday has long been hailed as a premier work management solution, with robust functionality to support teams with varied needs – including IT teams seeking a ticketing system. With a highly customizable interface, monday.com has the functionality to support a full ticketing system with Zendesk integration, while offering users the best of both worlds with industry-leading project management capabilities, numerous integrations, and a wide variety of workflow automation options. 

An example of a customer support ticketing system built within monday.com and integrated with Zendesk. Source: monday.com, accessed June 2023. 

• Templates – Built-in board and automation templates help streamline your setup process.
• Customization options – Highly customizable columns and color options for a more personalized experience. 
• Numerous integration options – monday.com supports integrations with numerous apps, including Zendesk.

Read our complete monday review

Best Overall Customer Service Solution

Hubspot Service Hub is a customer service platform aimed at helping teams manage every aspect of the customer experience, from ticket management to managing contacts, deals, schedules, and more. With a focus on customer experience overall, Hubspot Service Hub is a versatile option as an internal ticketing system and customer relationship management hub. 

An example of a customer interaction from the Hubspot Service Hub dashboard. Source: HubSpot, accessed June 2023. 

• Automation options – Workflow automation options to speed up ticketing and agent support times. 
• Customer feedback and custom surveys – Customer feedback and custom surveys make it easy to gain valuable insights into how your team can improve and optimize workflows. 
• Reporting – Gain valuable insights into how your team functions and identify areas of improvement with ease. 

FAQs: IT Ticketing System Features, Benefits, and Buying Tips

An IT ticketing system helps IT teams organize and prioritize support requests in one cohesive dashboard, with labels that help differentiate tickets based on urgency, status, category, and more. The ticketing system is a one-stop home for issue ticketing where agents can manage requests and communicate with customers. Ticketing systems can be a valuable tool in gathering and analyzing information about ticket trends, and customer experiences overall.. 

While your team may require specific functionality based on your unique needs, a help desk ticketing system generally should include features such as ticketing abilities, ticket tracking capabilities, ticket categorization options, ticket linking, reporting tools, and integration with the other software solutions you rely on. 

A ticketing system can be a great asset to your team by helping you organize and assign tickets while tracking their status and gathering data insights to help your team improve in the long run. 

While ultimately, only you can decide what ticketing solution is best for you, testing out multiple solutions by taking advantage of free trials and plans can make narrowing down your options easier. Additionally, consider your organizational needs and compile a list of your must-have features ahead of time to make the testing process easier. 

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Cada ticket encuentra su pareja.

Llegue hasta los detalles más precisos de la administración de tickets mediante la configuración de reglas de asignación. De esta manera, no tiene que asignar manualmente tickets a los agentes cada vez que lleguen. Con esto, usted obtiene más control, y su equipo más autonomía.

No deje ningún ticket sin asignar.

La asignación en modo equitativo y racional es la forma más simple de asignar tickets automáticamente. Los tickets se distribuyen uniformemente a todos sus agentes en función del límite que haya establecido. Con una intervención mínima, la asignación en modo equitativo y racional garantiza que ningún ticket quede sin asignar.

Decida quién maneja qué, automáticamente.

También puede garantizar que agentes específicos de su equipo manejen determinados tipos de tickets. Por ejemplo, puede configurar una regla para asignar tickets de canales, como las redes sociales, solo a los expertos en redes sociales, de modo que los clientes reciban las mejores soluciones en el menor tiempo posible.

Hágalo bien a la primera.

Cuando los tickets llegan a los agentes o equipos correctos la primera vez, existe menos necesidad de que los clientes repitan la información una y otra vez. Así, logra evitar interminables redirecciones y los clientes obtienen un soporte más rápido y preciso del equipo.

Un mejor monitoreo.

Cuando hay un propietario claro de cada ticket, es más fácil realizar un seguimiento de su progreso. Esto podría significar medir la satisfacción del cliente, seguir el tiempo dedicado al ticket y colaborar con las partes interesadas internas y los empleados.

Obtenga una prueba gratuita de 15 días.