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Question

how to route tickets based on certain fields in the contact register

bzanoello
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Hi there,

We have a challenge with a customer that we are trying to figure out how to route tickets based on certain fields in the contact register.

 

For e.g. every contact has an agent that will be responsible for handling their queries, it’s fixed. So, for every new ticket created this ticket should be assigned to the respective agent responsible for the contact.

 

We want to do that without creating one automation per agent because it will be tricky to manage all the automations for the new agents.

 

Can somebody help us here?

 

Thanks and best regards.

 

Bruno

6 replies

eeha0120
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Userlevel 7
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Hi.

There’s no need to create multiple Automations.

This can be achieved in a single automation with multiple conditions.

Or, depending on your plan, you could use Custom Objects.

Custom Objects : Freshdesk

 

Hope this helps.

 

Regards,

Elvis Henriquez
bzanoello
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 Hey Elvis, thank you for the quick reply.

I think custom objects can add complexity to them to maintain updated the relationships in the future. They are not FD experts.

I like this approach below, could you help me with some example of this? Is there any kind of “for each” rule?

This can be achieved in a single automation with multiple conditions.

eeha0120
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Userlevel 7
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Hi.

 

Actually, Custom Objects does exactly that; easily maintaining only the custom object without the need to go to the workflow.

 

Sadly, there is no “for each” rule. It will be a series of if clauses:

 

 

Regards,

Elvis Henriquez
bzanoello
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Hey Elvis, my query is regarding Freshdesk instead of Freshservice.

Event tough thanks for your concern.

Bruno

S

How does routing work in Zendesk?

Kajal Vats
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Userlevel 2
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Hi @bzanoello,

Greetings from Freshworks community. 

You can create customer segments and set up automation rules to assign the tickets from a particular segment to the respective agents. This feature is available from the Pro plan onwards: https://support.freshdesk.com/en/support/solutions/articles/235358-personalize-your-support-using-customer-segments

Alternatively, you can use skill-based ticket assignment method. This assignment method is available in the Enterprise plan. You can read about it here: https://support.freshdesk.com/en/support/solutions/articles/222692-setting-up-skill-based-ticket-assignment

Let me know if this helps.

Regards, 
Kajal

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