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Using Departments to Route Inbound Tickets


Agent Departments

When submitting a support ticket via the web based interface offered by InstantKB users can optionally select a department for their support enquiry. This department can be used to help route inbound support tickets and automatically notify the correct individuals within your organization depending on the department selected by the user.In this article we'll provide an example showing how you can configure InstantKB to route tickets & trigger notifications depending on the department selected by the user.

The list of available departments used can select from when submitting a support ticket can be customized by InstantKB administrators at anytime via the InstantKB Admin CP > Departments page. When creating a department you can also optionally specify working hours for the department. These working hours are taken into account if any service level agreement (SLA) is automatically associated with the inbound ticket to calculate the due date for the ticket taking into account the assigned departments working hours. For the purpose of this example we won't go into working hours or SLAs.

Our Rrquirements

For the purpose this example let's say we have 3 departments users can select from when submitting support tickets. These are...

  • Billing
  • Technical
  • General

When submitting a support ticket if the user selects Billing we would like to trigger a notification to those within our organization that can assist with billing related enquiries.Similar for both Technical and General we would like to trigger different notifications to inform those individuals within our organization that can assist with both technical and general questions.To trigger different email notifications depending on the department selected within InstantKB you would use rules.

Trigger Notifications From Rules

Rules can be used to trigger unique email notifications to an individual or several individuals within your organization depending on specific fields within the submitted support ticket. For example you can create a rule to trigger an email notification to any number of support agents or individuals within your organization if the inbound ticket is associated with the billing department.

So to meet our requirements defined above we would need to create 3 new rules within InstantKB. These rules would be responsible for triggering the correct notifications depending on the department selected.

We'll create 3 new rules and these would be called...

  • Notify Billing
  • Notify Technical
  • Notify General

These rules would be configured like so...

Notify Billing

Ensure Exclude Agent Tickets, Exclude Client Replies & Exclude Agent Replies are all checked. This will ensure the rule is only ever triggered for new support tickets.

Under Rule Conditions ensure the "Department" field is set to "Billing". This will ensure the "Notify Billing" rule will only execute when new tickets are submitted that are directed to our "Billing" department.

Notify Technical

Ensure Exclude Agent Tickets, Exclude Client Replies & Exclude Agent Replies are all checked. This will ensure the rule is only ever triggered for new support tickets.

Under Rule Conditions ensure the "Department" field is set to "Technical". This will ensure the "Notify Technical" rule will only execute when new tickets are submitted that are directed to our "Technical" department.

Notify General

Ensure Exclude Agent Tickets, Exclude Client Replies & Exclude Agent Replies are all checked. This will ensure the rule is only ever triggered for new support tickets.

Under Rule Conditions ensure the "Department" field is set to "General". This will ensure the "Notify General" rule will only execute when new tickets are submitted that are directed to our "General" department.

You can see an example of these settings below...

Triggering Emails For Each Rule

At this stage we have 3 rules that will execute but not really do much whenever a new support ticket is directed to our Billing, Technical or General departments. To make these new rules really useful we would need to specify rule actions. These are the actions performed on the ticket if the ticket meets all of the rule conditions. For example you can automatically assign the ticket to a specific support agent or automatically set the tickets status or priority. For our example here we simply wish to trigger different email notifications depending on the department the ticket is directed to. To achieve this we offer a "Trigger Email" option within each rule. This notification will be sent whenever the rule executes.

You can see an example of a notification below...

So for our "Notify Billing", "Notify Technical" & "Notify General" rules we would need to edit each rule and ensure we check the "Trigger Email" checkbox. We can then customize the email that will be sent when this rule executes. This includes the recipients, subject and message.

InstantKB offers a default template whenever you check the "Trigger Email" check box. This default template will provide a link to view the support ticket via the InstantKB Agent CP. For a list of additional quick tags supported within these notifications please see the related links area below.

That's It!

We hope this articles help configure InstantKB to automatically notify support agents if tickets meet specific rule conditions. For further information please also see Set-Up Email Notifications When Customers Open New Tickets. As always if we can assist further please don't hesitate to submit a support request.


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Details

Product: InstantKB
Type: HOWTO
Article not rated yet.
Article has been viewed 766 times.
Last Modified: 3 Months Ago
Last Modified By: Ryan Healey

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