Overview

Agent Ticket Association determines how agents are associated with tickets. Properly determining what Agent Association rule fits your team best can help create more accurate ticket reviews and automations.

You can find this option on the Integrations page, and then select "Agent Association". 

zendesk ticket custom field

Note:

  1. At the moment, only Admins have access to changing the Agent Association Rule. If you suspect that you are facing issues with the wrong agents being assigned to the wrong tickets reach out to your admin first. 

  2. Changing the Agent Association rule will affect ALL tickets. We highly advise to not make these changes multiple times. Before making any change to Agent Association rules, please determine internally the best practice is for your team!

  3. MaestroQA will only sync tickets that are associated with an available agent. 

Agent Ticket Association Control 

Select "Agent Association" on the Integration page, and then select the options from the drop-down. It will look like so:

agent association agent ticket

The options functionally are the same as the prior Agent Association rules you could find in the Other Settings tab. 

These options are all the same as before, with one new option for Zendesk, the "Solved" Association.

agents that solved the ticket checkbox

This will associate all agents to a ticket who changed a ticket's status to "solved".

Agent Assignment Rule:

Determines agent association based on your helpdesk's agent assignment. 

agent association settings

The First Assignee will be associated with the ticket:
The first agent who is assigned to the ticket on your helpdesk will be associated with the ticket.

Most Recent Assignee will be associated with the ticket:
This is a dynamic change. Whoever is the most recent assignee, will be the agent associated with the ticket.

All Assignees are associated with ticket:
Every agent who was assigned the ticket in the helpdesk will be associated with the ticket.

Agent Comment Rules: 

Determines agent association based on your helpdesk's agent comments. 

agent comment rules

Agents with Private Comments will be associated with ticket:
Every agent that has a private comment on the ticket will be associated with the ticket.

Agents with Public Comments will be associated with ticket:
Every agent that has a public comment on the ticket will be associated with the ticket.

Agents with Any Comments will be associated with ticket:
Every agent with either private or public comments will be associated with the ticket.

Agent Association Best Practice for Zendesk Users

Selecting the right Association Rules can have a significant impact on your QA process, so it is important for Admins to be intentional when determining how Agents should be associated with tickets in MaestroQA.

Why Does This Matter?

During the grading process, Automations assign tickets to be graded, and the Association Rules determine which Agents will be associated with that ticket to possibly be graded.

For Example:

If you'd like to assess Agent #1 who typically solves out a ticket and the "First agent assigned to the ticket" is selected as your Association Rule, that same ticket could be linked to Agent #2 instead. So when your Grader receives the ticket to grade, only Agent #2 will be associated with the ticket.

Impact:

This can stagnate the QA process, as the Grader now needs to replace the originally assigned ticket with a different ticket that is properly associated with Agent #1. If Graders spend time replacing tickets at a high rate, that could limit their grading output which directly affects both the quality and quantity of the agent's overall feedback. This also negatively impacts the Grader's experience and their ability to focus solely on delivering meaningful feedback to every agent.

Potential Solution:

To alleviate the struggle of figuring out which Association Rule combination is best, we suggest that users try the default settings first - pairing "Agents that solved the ticket" with "Agents with public comments". Based on many of our clients' QA processes, this combination often satisfies the majority of support team use cases.

As of February 2022, these will be the default Association Rule settings for all new Zendesk users.

If you ever have questions about what the ideal Association Rule setup is for your team, please reach out to your CSM and they will be happy to discuss it with you!


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