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".
- 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.
- 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!
- 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:
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.
This will associate all agents to a ticket who changed a ticket's status to "solved".
Agent Assignment Rule:
Determines agent association based off of your helpdesk's agent assignment.
The First Assignee will be associated with ticket:
First agent who is assigned to the ticket on your helpdesk will be associated with the ticket.
Most Recent Assignee will be associated with ticket:
This is a dynamic change. Whomever 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 helpdesk will be associated with the ticket.
Agent Comment Rules:
Determines agent association based off of your helpdesk's agent comments.
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.