Forum Discussion

VinceMHAW's avatar
VinceMHAW
Active Contributor
5 years ago

Distribute assignees in portal?

We're just setting up the web portal feature for GoToAssist.  So far, all of the support requests that customers send through it are sent to one person.  Is there a way to distribute them among users...
Question
  • JVH's avatar
    JVH
    5 years ago

    hi there, 

    Have you created different services that the customer can choose from to advise you of the type of issue that is being reported?

    For example - we created a service that specifically relates to printer issues - within that service we have included questions that pertain to printers.  Have you checked the toner, have you checked that there is paper in the tray, are there any flashing lights, are there any error messages on the printer itself, are there any error messages displayed on your computer.  Another service is related specifically to phone issues. 

    When you create the services like that, you can create a default assignee to the service.  When the ticket comes in, the applicable person is assigned to it.

    To set this information, under configure - services - select the specific service, then you will see "incidents" near the top of the screen. when you hover there - you will see a list of options - select default selections. 

     

    The other option is in the triggers section - instead of selecting 'default seletions" you choose triggers. 

    here you can force the ticket to go to a specific user based on the information that was entered into the ticket.  Now this is based on the "questions" you have incorporated into the ticket.  So for example, we have a service related to ID card requests - The customer has to enter the name that needs to appear on the card, they select a job title from a drop down list, they specify the name of their specific building.  We can trigger a ticket to assign to John Doe user if the building name is equal to ABC.  If the building name is XYZ then the ticket will go to the default assignee.

     

    But the above settings are reliant on how you have your system set up.  If you just have a generic service where the customer just enters miscellaneous information into a comment field, then the above won't necessarily work properly.  

     

    Note: you don't want to create too many services as that confuses the customers but to save your users time in resolving the tickets, you want to get the customer to provide as much information up front as possible. So when you create the service - you make sure that you add fields to the service that ask appropriate questions.

     

     

JVH's avatar
JVH
Active Contributor

hi there, 

Have you created different services that the customer can choose from to advise you of the type of issue that is being reported?

For example - we created a service that specifically relates to printer issues - within that service we have included questions that pertain to printers.  Have you checked the toner, have you checked that there is paper in the tray, are there any flashing lights, are there any error messages on the printer itself, are there any error messages displayed on your computer.  Another service is related specifically to phone issues. 

When you create the services like that, you can create a default assignee to the service.  When the ticket comes in, the applicable person is assigned to it.

To set this information, under configure - services - select the specific service, then you will see "incidents" near the top of the screen. when you hover there - you will see a list of options - select default selections. 

 

The other option is in the triggers section - instead of selecting 'default seletions" you choose triggers. 

here you can force the ticket to go to a specific user based on the information that was entered into the ticket.  Now this is based on the "questions" you have incorporated into the ticket.  So for example, we have a service related to ID card requests - The customer has to enter the name that needs to appear on the card, they select a job title from a drop down list, they specify the name of their specific building.  We can trigger a ticket to assign to John Doe user if the building name is equal to ABC.  If the building name is XYZ then the ticket will go to the default assignee.

 

But the above settings are reliant on how you have your system set up.  If you just have a generic service where the customer just enters miscellaneous information into a comment field, then the above won't necessarily work properly.  

 

Note: you don't want to create too many services as that confuses the customers but to save your users time in resolving the tickets, you want to get the customer to provide as much information up front as possible. So when you create the service - you make sure that you add fields to the service that ask appropriate questions.

 

 

VinceMHAW's avatar
VinceMHAW
Active Contributor
5 years ago

There's a lot of useful information in this.  Thank you very much.  When setting this up, it's good to have the advice of someone who's experienced with it.

 

We're a pretty small company, and our small IT department doesn't subdivide helpdesk requests by category.  What we've done is setup a separate email address for the portal emails, and set that to feed into each IT staff's mailbox.  I suppose we may just have to have each person re-assign items to themselves as they pick them up.

 

Thanks again.

  • JVH's avatar
    JVH
    Active Contributor
    5 years ago

    Do your techs log into the gta website and view the actual service desk queue or are they just working from the emails.   If they are working straight from the email - how are the tickets being closed. 

     

    We have four users - we all log into the GTA and display the service queue.  We can see all the tickets, 

     

    If you go this route then all your techs can see all the tickets and can take a ticket and assign it to themselves. As each ticket is cleared, the tech can take the next one in the queue.  

     

    You can also then see how many tickets each tech is clearing and what types of tickets. This potentially gives you an opportunity to determine if there are techs with special capabilities and then you can start to default assign specific services - if you want.

    • VinceMHAW's avatar
      VinceMHAW
      Active Contributor
      5 years ago

      Sorry for the late reply.

       

      We've been logging into the gta website.  We're just setting up the customer portal now.  As you suggest, I think we'll continue to monitor them via the website, and re-assign them to whoever picks them up.