The Advanced Queue-based assignment feature in HappyFox Help Desk allows agents to efficiently manage and distribute tickets based on specific conditions. This feature supports both Manual Assignment and Scheduled Assignment, ensuring flexibility in ticket distribution.

How to Set Up a Queue:

• Click on the + icon beside the Queues header in the left navigation pane.

• On 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 at least one of the selected conditions.

• Select predefined attributes (e.g., Status, Priority, Category) to define conditions.
  

• 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 settings 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 to create queue:

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

Ticket Assignment: Manual and Scheduled:

Manual Assignment:

• Click the Assign button in the queue.
  

• A side pane will appear with the following options:
  

  • Assign to: Choose between "All Queue Agents" (default) or "Specific Agent in Queue." If "Specific Agent in Queue" is selected, the admin must select agents from the dropdown in the Associated Agent field in the next step.
    

  • Ticket Status Consideration:

    • If the Assign tickets only in default status toggle is ON, only unassigned pending tickets with the default status will be assigned.
      

    • If OFF, all unassigned pending tickets, regardless of status, will be considered.

Scheduled Assignment:

• Click the Assign button in the queue.

• In the side pane, navigate to the Schedule tab.

• Toggle ON Enable Auto Assignment.
  

• Configure the following:

  • Assign to: Choose "All Queue Agents" or "Specific Agent in Queue."

  • Associate agent: Configure assignment rules similar to manual assignment.

• Click Save to enable scheduled assignment.

Scheduled Assignment Behavior:

• The system runs the scheduled job every 15 minutes.

• Up to 15 unassigned tickets will be assigned per execution.

• Only unassigned tickets received in the past 72 hours will be considered.

• While scheduled assignment is enabled, admins can still perform manual 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:

• Retrieves unassigned pending tickets from the queue.

• Applies any selected filters. Note: Applying filters on a queue for assignment is only available for Manual Assignment and is not available for Scheduled Assignment.

• 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.