Click Edit for the group you want to enable skill-based ticket assignment. New ticket escalations can also be created, to add investigations to specific tickets. Note: If the Auto assignment has been enabled in multiple groups and even if in one of the groups the above-mentioned option is not checked, the agent will not have permission to change the. Give your rule a name. This transparency builds trust and ensures everyone is on the same page. ; Provide a Name and description to your new workflow. Freshdesk has helped Saviynt expand operations across the globe from 100 agents in 2018 to 550+ agents in 2023. body or comment. Enable the Daily export of ticket activities. By setting up automatic ticket assignment, you'll save time, increase efficiency, and most importantly, ensure that each ticket is handled by the agent best equipped to resolve the issue. Choose the Tickets tab and under Ticket Creation, click on the New Rule button. In the Dashboard, the option Available agents will show all the agents who are available for the Automatic ticket assignment. As an administrator of your Freshdesk account, you can remove or delete a Freshdesk (full-time or occasional)agent by following the steps below. 7, respectively, for general quality and performance. The optimal number is 5 as it’s a concurrent limit - by setting a. Click Save once you're done. automatic ticket assignment of business. What is automatic ticket assignment? See all 9 articles. Automate Ticket Assignments. Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion. This works best for small teams. Within Freshdesk, you would have the option to automatically assign tickets to agents within a group, in round-robin. How does Automatic ticket assignment work after an agent logs out. To enable automatic ticket assignment, you need to map users in. Automatic ticket assignment toggle - ON/OFF: Authentication: Login/Logout: Monitors agents' login/logout status and captures the originating IP address associated with each event. With this customer service platform, organizations bring more value and personalization to customer interactions. - Click on the icon next to your profile icon at the top right corner of your Freshdesk. You can see all recent tickets from the contact while on the call, and choose to add. business_hour_id INTEGER. It even offers a lifetime free plan for three support staff members. - Agent can choose the duration for which they need to schedule Out of Office. The automatic ticket assignment would be caused by the action of the automation rule that runs on ticket updates - 'Automatically assign the ticket to the first responder'. Navigate to Automations > Ticket > Ticket Creation > New Rule and set up a rule with conditions as per your requirement. Freshdesk's automatic ticket assignment lets you set rules to ensure that each ticket is handled by the most appropriate agent, right from the moment it arrives in your inbox. By applying a simple rule, new tickets are automatically assigned to an available agent as soon as they're created. Or provide one-to-one human support through various tools. Follow the steps: the tickets list page, the ticket with the separate tag that indicates Tracker is the main tracker ticket. Best ticket management software and systems are Freshdesk, Zendesk, Zoho Desk, HubSpot, HappyFox, and Jira. danielsantos. Enable the Daily export of ticket activities. Automatically assign tickets to agents and groups based on keywords,. Know. These solutions explain how you can categorize, prioritize and assign incoming tickets using automations in Freshdesk. Answer. Navigate to Admin -> Portals -> Customize Portal -> Stylesheet and paste the following code: a. However, Freshdesk permits ticket creation by an agent (through chat, phone, or email) on behalf of a customer whose domain is not part of the allowlist. Canned Response Suggester . Click Edit for the group you want to enable skill-based ticket assignment. Group - The section that dictates the assignment of tickets as well as the “from” email address. The technician with the oldest previous assignment (lowest ticket ID) will be assigned the new ticket. Click Edit to access your API URL. Below are the steps to enable that; Login to your Freshdesk account as an administrator. Go to Admin > Workflows > Ticket Fields. These solutions explain how you can categorize, prioritize and assign incoming tickets using automations in Freshdesk. 3. So, Auto Assignment is, as the name implies, an automatic ticket assignment system. 3. 2 for Microsoft Dynamics 365 vs. Agent A's status is available when they log out. Chat Channel . Click on the edit icon next to the Table Headers. Tickets will continue being assigned to agent A since they were available at the time of log out. Freshdesk is an award-winning cloud-hosted help desk solution equipped with best-in-class features for delivering quality customer support. Scenario Automation in Freshservice let you. ' at the end of the. Specify if the rule should be executed if an agent causes the event/trigger, if a requester does, or either. F. Login to Freshdesk as an Administrator. Automations and Triggers 100. Welcome to the Freshworks Community! I see you are looking to set an automated ticket closure after a ticket is set to resolved for more than 7 days; Please use the Time Trigger Automation available from the Growth Plan in Freshdesk to achieve this. The survey will be sent in the default language if the translations for the customer's preferred language is not uploaded or available in Freshdesk. Use la asignación de tickets en base al equilibrio de cargas para asignar los tickets a los agentes automáticamente según la cantidad de trabajo que ya tengan asignado, para así garantizar que ninguno de sus agentes esté sobrecargado. Enable the Automatic Ticket Assignment toggle and pick an assignment mode of your choice; Note:Automate ticket assignment, so tickets tagged to specific agents or agent groups are instantly routed to the relevant team, and the workload is distributed optimally. Speedy updates on. Please navigate to Admin > Team > Groups > click on edit next to the group. Group. Check the 'Show Activities' section of the affected tickets. Say, “6-hour reminder” or “1-day reminder”. Set the maximum number of tickets per agent by selecting a value from 1-100. Zendesk for Service: Best for. - Automated ticket prioritization - Ticket auto-assignment - Multiple SLA policies - Priority matrix - Built-in satisfaction surveys - Service desk performance dashboard. Again, you'd use the { {comment. Go to Admin > Team > Groups, and click Edit next to the group you want to modify. Automate repetitive cases across both chat and tickets in Freshdesk and Freshchat. Estate remains $49 per agent per month with support for customized customer satisfaction surveys, advanced ticket assignment methods (round-robin and load-balanced), shared ticket ownership. To read about this. Select when you wish a reminder email to be sent to the customer. Freshdesk’s Omnichannel plans include all customer service channels. Go to Admin > Team > Groups, and click Edit next to the group you want to modify. For example, if agents C, A, and B are added to a group in that order and if they are all online to accept tickets, the tickets will also be assigned in the same order. Freshdesk helped level the playing field. If you’re already at the detailed view of the ticket, you can assign it to a specific agent (or yourself) from the Agent field in Ticket. But, all things considered, Freshservice and Freshdesk are both pleasantly easy to use. Note: You can edit the Message or Subject of the notification and save it to send a custom. Freshdesk. So an agent's availability is an important factor for automatic ticket assignment. I was able to categorize and route each ticket to the right agent easily, and as a result, they were resolved faster. What is automatic ticket assignment? See all 9 articles. Hope this helps. You can check for the specific source of the tickets which have the highest 1st assign time and deep-dive to figure out the factors which affect the ticket assignment. If you're on the Estate or the Forest plans, you can turn on the automatic ticket assignment feature to assign tickets to agents within a group - find out. Priority is Low, Medium, High, Urgent. Agent A's status is available when they log out. The automatic ticket assignment works only when your agents are available to attend tickets. For every group in your helpdesk, you can turn on the "Automatic Ticket Assignment" option and everything will take care of itself. Under Team, click on Groups. Go to Admin > Channels > Email. Automatic Ticket Assignment These solutions explain how you can categorize, prioritize and assign incoming tickets using automations in Freshdesk. Note: Assuming identity of an agent in Freshdesk Omni accounts will only reveal the auto-assignment being enabled or not for tickets, even when the the same agent is added to the chat and call platforms, since the assume identity feature is specific to the Freshdesk ticketing platform. Click on 'Save and Enable' to save and enable this rule on your Freshdesk. 자동 티켓 할당 개념 알아보기. Asset auto assignment lets you assign devices to users and have the asset assignment details up to date. With Freshdesk, the support teams can provide service across multiple channels, including social, get a complete context from a customer’s timeline of events, assign tickets to agents via Omniroute™, manage shifts, and make use. Explore automations. Additionally, Freshdesk can automatically reassign tickets to agents when someone is taking a break. You need to create the planner task in a way. Understanding automatic ticket assignment. As of now, this feature will work irrespective of the portal's business hours. Select the group for which you want to enable automatic assignment and click the ‘Edit’ icon. Robo Assist . The optimal number is 5 as it’s a concurrent limit - by setting a. You can do this by going to Group Properties. agent/group to whom the ticket should be assigned. If it’s via an automation rule, you can simply add the following condition to the rule: OOO agents. Enable Automatic ticket assignment and c hoose Load balanced ticket assignment. You can find this by navigating to any ticket and viewing the ‘Show activities’ section. Yes, Freshdesk has a feature called Load-based ticket assignment, using which tickets could be assigned within a group, based on the current ticket load for an agent. Solution: Pass the custom field names in the parameter - {”key1”:”value1”,. Freshdesk also allows you to add roles, manage tickets for each agent and thus reduce the time it takes to answer these tickets, in addition, it allows you to add automated responses and add automated emails depending on the requirement. Embrace automation features. Automatic ticket assignment and canned responses to reduce resolution times; AI-ML-powered capabilities to increase self-service adoption for customers. At our recent product launch, our experts revealed everything you need to know about ticket automation and automatic ticket assignment for Freshdesk. This name is important (and case. 수동 티켓 할당 작업을 없애고 시간과 자원을 절약하세요. Collaboration in Freshdesk Enable your teams with the best-in-class collaboration features to connect, share, and manage support tasks instantly for faster resolution. Hover your mouse pointer and click the Delete icon next to the corresponding agent's profile that you wish to delete. The Auto-assign to the first email responding agent trigger assigns the ticket to the agent when the agent updates the ticket through email. It offers a wide range of. The ' Average first Assign time ' widgets in the Helpdesk Performance report shows the average time taken for tickets to be assigned to an agent and the time split with respect to the ticket properties like Source, Status, Priority, etc. Please check the cap in Admin > Team > Groups > click on edit next to the one you would want to check this for and see the number listed in maximum tickets per agent. Keep track of conversations. With Omnichannel Groups you can: Set up the automatic assignment of tickets, chats, or calls and create Business Hours for your agents across Freshdesk, Freshchat, and Freshcaller. Agent - In case a ticket was not assigned to you automatically, you need to select your name under this section. Agent B's status is unavailable when they log out. The automatic ticket assignment works only when your agents are available to attend tickets. The following change will be made effective soon. More about this behaviour here. Will not be supported if the ‘Round Robin’ feature is disabled for the account. Understanding automatic ticket assignment. 9. When you are using dynamic variables to configure custom messages for Slack, please use the following variables for ticket description, last public note, and last private note so that only the text content of the description and notes is sent to Slack. Different types of automatic ticket assignment Round-robin ticket assignment: This method assigns tickets to agents who are online in that group in a circular fashion. Organize and manage tickets across channels effectively. Only an agent who is ‘Available’ will be assigned issues. Under Team, click on Groups. Sometimes, agents in your organization may leave or move to a different department. These ticketing system are used as support for managing customer relations by directing the right ticket to the right department. In our platform, it is simple to evaluate numerous solutions to see which one is the appropriate software for your needs. Perfect for: Enterprises looking for a modern and centralized IT service desk. In the above example, 'Spanish' is the skill you can map to an agent. Integrations in Freshdesk Extend the functionality of your helpdesk with ready-to-use integrations or even build your own to suit your needs. Freshdesk is another cloud-based helpdesk system that has social media ticketing as well as email ticketing. Freshdesk creates an automatic summary of the rule that makes reviewing the automation quick and easy. Tickets by Type. Better yet, talk to a current user of. 2023. 1. Admins and agents in Freshservice can set up a workflow automator to assign tickets to specific agents or groups based on certain parameters. Go to Admin > Team > Groups > Edit > Group properties > Check the option 'Allow agents to change their availability for automatic ticket assignment'. 2. Go to Reports > Schedule Export . You can assign all incoming tickets to a specific agent on the portal in Freshservice by following these steps: Go to Admin > Automation & Productivity > Automations > Workflow Automator. SysAid’s email help desk software is built for IT support teams and offers all important features in one place- a powerful ticket management tool, IT asset management, live chat, self-service, password reset functions, and a lot more. ’ Choose the appropriate assignment mode and agent availability. Skill-based assignment : An assignment method where tickets are assigned to agents who are most proficient in dealing with them. Go to Admin > Workflows > Automations. If the tickets are assigned by automatic ticket assignment configured under Admin > Groups, you can simply mark the agents as ‘Not available. Integration. There are three basic ticket assignment rules. ”As an example, on this page you can see Freshdesk’s overall score of 9. Freshdesk was created in 2010 to help businesses reach out to customers in need. The Freshservice Discovery tools can be used to assign devices to your users automatically. Enable Automatic ticket assignment and choose Load balanced ticket assignment. When you delete an agent from Freshdesk, all tickets assigned to that agent are automatically unassigned, and the agent will be available as a contact in your Freshdesk Account. For every group in your helpdesk, you can turn on the "Automatic Ticket Assignment" option and everything will take care of itself. Automations and Triggers 100. Increase your team’s productivity. If you're on the Estate or the Forest plans, you can turn on the automatic ticket assignment feature to assign tickets to agents within a group - find out. 1. NEW TICKET; LOGIN; Solutions; Support Home Solutions Configuring Automations_FDSuite Automatic Ticket Assignment. A few caveats to note if you enable the "include unassigned ticket view time" option under AHT settings:. Freshdesk's automation that runs on ticket creation enables automatic ticket assignment to groups of agents. This automatic process will also route all supplement material and even close upon. Getting started with Freshchat 4. Automatic ticket assignment. Note that you can only use the comment. With automatic ticket assignment, issues are brought to the attention of the right agent instantly. Go to Admin > Workflows > Automations. Add the responsible team. com (enter the customer's support email address here) In tickets > If Subject or Description > contains > Ticket Received. - Agent can choose the duration for which they need to schedule Out of Office. Given that it has a relatively simpler interface compared to other email ticketing systems in its category, teams can set it up easily and start using it without too much hassle. It's also possible to examine their overall score (9. Their main difference is in the logic for. Tickets will be automatically assigned to Members when "Automatic ticket assignment" is enabled. Freshdesk’s Omnichannel plans include all customer service channels. , they are assigned in a circular fashion to the agents who are online in that group. 8 and 8. Under Team, click on Groups. Freshdesk unifies data from all channels and aims to give you a true omnichannel solution. Freshdesk is a cloud-based customer service solution that ensures increased satisfaction and engagement. The automation capabilities helped us improve workflows and manage data better. It allows the workflow to keep moving, and at the same time assures an equal distribution of work - turning this into a great way to contribute to your agents’ mental health!. Zoho Desk: Best overall. Click on New Rule from the Ticket Creation tab. To create a new reminder: Click on “Create Reminder” under the setup tab in the app settings page. Here are two ways to remove an agent without losing their associated ticket details. Modified on: Mon, 7 Mar, 2022 at 8:24 PM. Equilibre la carga de trabajo de cada agente. Skill-based ticket assignment has the following options: Manage skills This allows you to create/modify skills and add them to agents. Round robin ticket management ensures tickets are distributed evenly among agents, but doesn't consider ticket complexity or expertise requirements. Make sure we don't forget some messages in Spam boxHere’s how you can do it. Please navigate to Admin > Team > Groups > click on edit next to the group. Freshdesk is a help desk software, that lets businesses manage customer queries from various channels, such as email and social media. Look at the data and decide the best way to help your customers, resolve repeat issues, and help your team do their job well. Under Group Properties, enable Automatic ticket assignment and select Skill-based ticket assignment. Logging in and out of the iOS app. Go to Admin > Team > Groups, and click Edit next to the group you want to modify. Go to Admin > Team > Groups, and click Edit next to the group you want to modify. Suite Professional – $99/agent/month (billed annually) All Suite Growth features, plus:Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support. For instance, features as simple as automatic ticket assignment on round robin, forwarding emails, data migration are built by a third party. 3. Can a Freshdesk ticket be linked to multiple Freshservice tickets?Send it to a specific channel using "Markdown" text format. The list of groups in your helpdesk will be shown - click on Edit next to the group you'd like to modify. Further, Only the agents whose names are added. We achieved this through the use of the automatic ticket assignment options - as well as. Download the JSON from the link, which will be available for 30 days from the date. Keep a close track of ticket trends and query volume to build workflows, operating procedures, and forecast insights. Enabling this feature will consolidate auto-assignment control to the anchor Freshdesk instance UI alone. The agent needs to refresh the Freshdesk ticket screen after 5 minutes of calls completed, in order to see the respective call recordings. Parent Child Ticketing will now be enabled in your account. To know more about the auto-ticket assignment, kindly refer our solution article. When a ticket is submitted by a customer the selected algorithm evaluates the ticket and assigns an agent based on the algorithm rules. Provide a Name and description to your new workflow. . Keep your organization firing on all cylinders with the Zendesk automated ticketing system. Select the tickets you want to assign to yourself (or a fellow agent) and click on Pick Up (or Assign to Agent). Freshdesk. Phone Channel Configure Freshdesk's phone channel to efficiently manage all customer calls in one place. However if the group includes collaborators this breaks down because collaborators cannot set. Chat Channel . Also, The Freshdesk ticket created will have all the private conversations and. Description String Description of the group Freshdesk. In the above example, 'Spanish' is the skill you can map to an agent. Complete customization capabilities. Create custom workflows to assign incoming tickets in the service desk and exclude technicians from automated assignments if they are not available to handle tickets. Automatic ticket assignment toggle - ON/OFF: Automations: Rules that run on ticket creation: Creation, Deletion, Modification, Reordering, and Activation/Deactivation:. 00. Omnichannel Groups lets you manage your different teams of agents that work across channels from the same page. Support Desk plans range from $0 monthly for teams of ten or less, to $79 monthly per agent for the Enterprise plan. Go to Admin > Workflows > Customer Satisfaction > New Survey. However, please navigate to the D ashboard -> agent availability -> ticket assignment where as an Admin you would be able to see the number of hours since when the agent has. Freshdesk allows agents to manage tickets by creating views in the form of lists, but does not offer easy and automatic organization of tickets based on priority, due date, status, or CRM status. Login to Freshdesk as an Administrator. It's important to note that Freshdesk already has a built-in round robbin ticket assignment feature. Streamline your global support while enhancing agent productivity with better context, powerful ticketing, and significant automation. They range. All your support calls will be accounted for. Setup automation rules to be triggered during ticket creation, ticket updates, or time triggered Go to Admin → Arcade Click on ‘Enable Freshdesk arcade’ Checklist for Supervisors Automatic ticket assignment Manual assignment is cumbersome and time-consuming. Issues with agent status, availability and automatic ticket assignment related modules. Help Scout offers three pricing packages for their help desk software. Copy the Freshdesk long forwarding address. Zendesk helps businesses automate ticketing with intelligent routing and optical character recognition (OCR). You can prevent agents from manually assigning tickets to an agent that's on holiday by using an automation rule that runs on ticket updates. Under Team, click on Groups. Jitbit. After the = it uses the "Original ID", Title is "Title", Company is "Account Info Details Account Name". Login to Freshdesk as an Administrator. 2. Auto-ticket assignment. As customer tickets start flowing in, Freshdesk allows you to manage them in either table or card view. Multiple products Up to 5 products Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues. In 2018, Saviynt implemented Freshdesk for its 100-member customer support team across Los Angeles, Atlanta, and Bengaluru. Omniroute™: Omniroute™ is Freshdesk’s innovative feature that takes ticket assignment to the next level. First, you need to define your goals and metrics, and align. Suitability. Under the Requester Notifications tab, click on the Edit button next to any New Ticket Created notification. It stopped people from working in an ad-hoc way and saved us time. So an agent's availability is an important factor for automatic ticket assignment. Click on New Rule. Review source. Both Zendesk and Freshdesk thrive at fundamental operations like ticket assignment and rep tagging. As a Freshdesk preferred partner since 2014, and we have helped hundreds of companies delight their customers with best-in-class customer service. In the Dashboard, the option Available agents will show all the agents who are available for the Automatic ticket assignment. The team has also onboarded 15 agents onto Freshworks’ cloud call center - Freshcaller - to further support. Freshdesk 가입 +1 (866) 832-3090 +1 (866) 832-3090. Read how to enable the toggle for agents. Freshdesk Automations can help you achieve that goal. For example, if agents C, A, and B are added to a. ticket_id; tickets. Helpdesk definition. As for service desk managers, the only steps to implement this are to consider. This graph shows the average time taken to assign tickets with respect to each priority during the selected time period. If the agents do not receive this email, kindly check if it is toggled on. You could choose the mode of Automatic Ticket. These solutions explain how you can categorize, prioritize and assign incoming tickets using automations in Freshdesk Understanding automatic ticket assignment Thu, 13 Jul, 2023 at 8:00 PM Scenarios in Freshdesk let you perform a number of tasks with a single click, right from within a ticket. Under the Filters section in the right side of the Ticket List page, the desired tag (s) can be added in the Tags field and the tickets associated with that tag are then filtered. Getting started with Freshchat 4. When tickets are assigned to a group for the first time or reassigned from another group, Eg: transactional tickets involving questions on recent orders, FAQs etc. You can prevent agents from manually assigning tickets to an agent that's on holiday by using an automation rule that runs on ticket updates. Freshdesk helps your support team manage customer queries by performing multiple actions like modifying ticket properties, assigning tags, and sending emails without hiring. Look for the "Assign Ticket to the First Responder" automator and enable it. Freshdesk is a cloud customer relationship management (CRM) software that is developed for all business sizes. Admins and agents in Freshservice can set up a workflow automator to assign tickets to specific agents or groups based on certain parameters. Yes, Freshdesk has a feature called Load-based ticket assignment, using which tickets could be assigned within a group, based on the current ticket load for. Navigate to Admin from the menu. To enable automatic ticket assignment, you need to map users in xMatters to their Freshdesk account IDs. Automatic ticket assignment and prioritization so that the ticket reaches the right agent at the right time. ”You can edit most of a ticket’s properties right from its detailed view. Freshdesk offers a shared team inbox that simplifies ticket tracking. Skill-based ticket assignment in Freshdesk will assign tickets to the right agents based on the agent skills that you've defined. . An Admin or a Supervisor can make an agent available / unavailable for ticket assignment using the toggle option. A solution for this would be to create a custom drop-down field. JIRA Service DeskTo top it off, Freshdesk is known for its transparent and reasonable pricing, 24x7 customer service, and quick time to value. Various Freshdesk automation tasks: Automatically assign tickets to Freshdesk agents. Leverage our robust SDK, rich component libraries to build business apps backed by serverless capabilities on our developer platform. I can see that you are using the Get Ticket action and passing the reference from the planner trigger body. Provide your desired frequency of. The optimal number is 5 as it’s a concurrent limit - by setting a small number as threshold limit, you improve your agent’s chances of responding to assigned tickets faster. Field Service Management: $15 per field employee, per month*. Turn on the toggle for Automatic ticket assignment or Omniroute and click the check the box to Allow agents to change their availability for automatic ticket assignment. But there is support available in the form of Freshdesk ticket assignment. - Click on the icon next to your profile icon at the top right corner of your Freshdesk. A deleted agent is not permanently removed from your Freshdesk account. display: none; } Kindly make sure to use the code only in the Portal configurations where you want to hide the +New support ticket option and leave out the rest of the portals. You are a startup or small company needing free customer service software: Freshdesk offers a free Support Desk plan for up to 10 agents. Ensure that you’re prepared for it in your Freshservice account. JitBit is a popular email-based ticketing system that allows teams to process, assign, track, and automate incoming email tickets. Freshdesk lets you forward tickets to your business partners so they can contribute directly to yourThe Enterprise plan is $95 per user per month, or $79 billed annually. ; Set the Event as Ticket is. All the calls to and from the phone channel can be converted to tickets. It does not auto refresh on the ticketing system. When a customer responds to an agent that's out of office, y ou can choose whether you want tickets to be re-assigned to an agent that’s available, or if you want your team to help with the customer. Go to Admin > Workflows > Automations > Ticket creation > New rule: Conditions: Choose Match ALL of the below. Audit log. Tickets can be assigned based on an agent's skill, their workload or they can be distributed equally amongst your team. Enable round robin ticket assignment for workload distribution. This is an icon with an arrow pointing downwards found in the "Drag and Drop field. Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person. Go to Admin > Groups. Ticket Automations. Under the On tickets with these properties: section, choose In Tickets, then Priority, select Is, and enter all the values - Low,. How to check the agent's availability for automatic ticket assignment? In the Dashboard, the option Available agents will show all the agents who are available for the Automatic ticket assignment. Your support team includes remote agents: The Field Service Management add-on makes Freshdesk. For every group in your helpdesk, you can turn on the "Automatic Ticket Assignment" option and everything will take care of itself. Sandbox . Ticket Assignment: Select First Agent to always assign tickets created from chats to the first agent who served the chat, regardless of whether the chat was transferred to another agent. Under Team, click on Agents. 8 and compare it against Zendesk’s score of 9. Give your rule a name. Yes, You can filter tickets based on a particular tag or on a set of tags and these tickets can be exported as well, if required. 2, respectively, for all round quality and performance. With status types, you can quickly see how much time your team spends on work-related tasks versus breaks.