The Advanced Queue-based assignment feature in the HappyFox Help Desk allows agents to organize and manage tickets more effectively. It enables agents to categorize tickets based on specific conditions, ensuring quick and accurate ticket assignment. The automated distribution based on agent capacity saves time and improves workflow, streamlining the ticket management process and ensuring balanced workload distribution among agents.

How to Set Up a Queue:

To set up a queue, follow these steps to organize tickets and manage assignments efficiently:

• Click on the + icon beside the Queues header in the left navigation pane.
• In the Create Queue page, add filter conditions by clicking the + button beside the Match all or Match any option.
  • Match all: Includes tickets that meet all selected conditions.
  • Match any: Includes tickets that meet any one of the selected conditions.

Clicking the + button will display predefined attributes (e.g., Status, Priority, Category) to help define your conditions. You can select multiple values for a single attribute from the dropdown.
 

 

• Click Preview to view the tickets that match the selected conditions.
• Click Next to name your queue and configure sharing options
• Use the Access To options to share the queue with specific groups or agents.

 

• Click Save to finalize the queue. Your newly created queue will appear in the left navigation pane, where you can easily access the tickets that match the defined conditions.

Permissions:

• The agent requires the "Manage personal views" and "Manage shared views" managerial permissions to create, edit, or delete any queue.

 

Assign Tickets:

• When the agent clicks the Assign button at the top, a side pane will appear with the following option

 

• By default, the All Queue Agents option will be selected in the Assign to" field, listing all agents assigned to the queue. Agents have the option to exclude any agent from the list if necessary.

 

• Alternatively, agents can select the Specific Agent in Queue option in the Assign to field to choose a particular agent for ticket assignment.

Ticket Status Consideration:

• If the Assign tickets only in default status toggle is turned on, only unassigned pending tickets in the queue with the default status will be considered for assignment.

• If the toggle is turned off, all unassigned pending tickets in the queue, regardless of their status, will be considered for ticket assignment.

• Agents can view the count of tickets that match the selected criteria based on the toggle settings mentioned above.

Note: Agents can apply filters on top of the selected queue before initiating the assignment.

Permission:

• Only agents with the Bulk Assign Tickets in Queue ticket level permission will be able to see the Assign button in any queue.

Ticket Assignment Process:

Once the agent clicks the Assign button, the system will:

• Retrieve the list of unassigned pending tickets from the queue.

• Apply any filters (if any) selected by the agent.

• Consider the ticket status based on whether the Assign tickets only in default status toggle is turned on or off.

Tickets will be assigned to agents only if they are mapped to the category. The number of tickets assigned to each agent will be based on the agent load configured under the Manage Agent settings.

 

 

• Once the assignment is complete, agent will receive a notification with a Reload link.

 

 

Note: The number of unassigned pending tickets assigned to each agent is based on their load capacity. For example, if there are 100 unassigned pending tickets but only 5 agents available, each with the capacity to handle a maximum of 5 tickets, the remaining tickets will stay unassigned.

 

Frequently Asked Questions (FAQs)

• What is a queue in the help desk system?
  A queue is a tool that helps organize and manage tickets based on specific criteria, allowing agents to handle assignments more effectively.
   
• Do I need special permissions to create a queue?
  Yes, you need the Manage personal views and Manage shared views permissions to create, edit, or delete any queue.
   
• Can I apply filters after creating a queue?
  Yes, you can apply filters on top of the selected queue before initiating the smart assignment.
   
• What happens if I don’t have the Bulk Assign Tickets in Queue permission?
  If you don’t have this permission, you will not see the Assign button in any queue.
   
• How are tickets assigned to agents?
  Tickets are assigned based on the defined filters, the status of the tickets, and the load capacity of each agent configured under the Manage Agent settings.
   
• What should I do if there are more tickets than agents available?
  If the number of unassigned pending tickets exceeds the capacity of available agents, the excess tickets will remain unassigned.
   
• During ticket assignment, do we consider agent availability?
  No, during ticket assignment, we do not consider the agents' availability. The assignment is based solely on the current load balanced configuration in the Manage Agent page.