Request: The client has reached out to us with their concern regarding an issue with tickets not getting assigned to the proper queue.
Verification/checklist:
- We must check if the ticket numbers are shared by the client, if not shared we must request the ticket numbers.
- We must check the source of the ticket and check the source related configuration.
- We must check if the employee is mapped to multiple queues.
Procedure:
- If the queue was not added correctly in the source-related configuration we must update the correct queue.
- We can check if the queue is added in the Source configuration by going to the relevant configuration page from the Partner configuration tab>Ticket configurations.
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- We must check the tickets shared and check if the assigned employee is mapped to multiple queues.
- If an agent was assigned to multiple queues and the customer responded to the agent's responses, the system will consider the last queue for the agent's actions and display it in the ticket history.
In order to avoid this, we can suggest the following:
- The agent should be present in one queue. If the customer responds, the queue will not change.
- We can enable the "Unassigned if the agent is unavailable" option on the email credentials page. Then the system will check whether the agent was available or not and then push the ticket to the same queue.
Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the assignment of tickets to the relevant queue.
We see that the source-related queue was not configured, We have gone ahead and made the necessary changes. Please check for the upcoming tickets and let us know if the issue persists.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Template (When the agent is assigned to multiple queues)
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the assignment of tickets to the relevant queue.
We have checked the ticket shared and we see that the assigned agent is mapped to multiple queues.
If an agent is assigned to multiple queues and the customer responds to the ticket, the system will consider the latest queue on which the agent has worked and display it in the ticket history.
In order to avoid this, we suggest having the agent mapped to one queue so that the tickets are not routed to a different queue after the customer responds to the ticket.
We can also enable the “Unassigned if the agent is unavailable” option so that the tickets do not get assigned to the same agent when the status is unavailable and remain unassigned in the same queue.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedures the issue must be raised on JIRA | Team P
Acknowledgement Template (When the request is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the assignment of tickets to the relevant queue.
We have forwarded your request to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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