Documentation / Working with tickets
Assigning, support group, important and urgent
In short: In the top bar of a ticket you choose who handles the ticket under Assigned agent and which team under Support group. With the star (Important) and the flag (Urgent) you mark tickets that stand out; in the ticket overview you filter on them. aishaa keeps track of read or unread per user.
Where to find this
- In an open ticket: the Support group and Assigned agent fields in the middle of the top bar, and the star and flag on the right.
- In the ticket overview (Tickets): the menu next to the ticket number on each row, and the filters Assigned agent, Show only my tickets, Show only important, Show urgent tickets only and Show unread only.
Who: assigning and flagging are available from the Agent role. A Viewer sees the assignment and the flags and can filter on them.
The top bar of an open ticket with the Support group and Assigned agent fields, with the Assigned agent dropdown open and Assign to me at the top.
Assigning a ticket to a colleague
- Open the ticket.
- Click Assigned agent in the top bar.
- Choose the first option Assign to me to assign the ticket to yourself, or type a name and choose a colleague. You can only choose colleagues who may handle tickets of this organisation.
- Use the cross in the field to remove the assignment.
If you assign the ticket to a colleague, or remove the assignment, any support group on the ticket is removed. The person takes precedence over the team.
The assignment appears immediately in the ticket overview below the row (tooltip Assigned agent: (name)) and in the timeline as Assigned to (name)., Assignment changed from (name) to (name). or Unassigned from (name).
What your colleague notices:
- The person the ticket is assigned to sees the message Someone has assigned this ticket to you. in aishaa.
- If the ticket is moved from your colleague to you while they have it open, your colleague sees (name) has taken over this ticket from you. or Someone removed you from this ticket.
- Push notifications about new customer messages only go to the assigned agent. If a ticket is not assigned, they go to everyone who can see the organisation and has switched on notifications about unassigned tickets. See Notifications.
Assigning is different from having the ticket open. As soon as someone opens a ticket, it is locked for others, regardless of the assignment. See Ticket locking and watch-only mode.
Choosing a support group
The Support group field only appears in the top bar if the organisation has support groups. Choose Unassigned or a group. Groups that are not active are greyed out in the list and cannot be chosen. The group appears in the ticket overview below the row with a group icon, and in the timeline as Assigned to support group (name)., Support group changed from (name) to (name). or Removed from support group (name).
If you choose a support group yourself, the colleague who had the ticket simply stays assigned; aishaa then does not choose a colleague from the group.
You assign tickets automatically to a colleague or support group with a workflow. A workflow step that gives a ticket to a support group lets that group’s work distribution choose a colleague (in turn or whoever is least busy), unless the step itself names a colleague. If your organisation had ticket triage rules, they are now in a workflow of their own. See What are workflows and Support groups and handling capabilities.
Important and urgent
There are two flags that work independently of each other:
| Flag | Icon | Set via |
|---|---|---|
| Important | Star | Top bar: Mark as important and Remove important mark. Ticket overview: the Important switch in the menu next to the ticket number. |
| Urgent | Flag | Top bar: Mark as urgent and Remove urgent mark. Ticket overview: the Urgent switch in the menu next to the ticket number. |
The menu next to the ticket number in the ticket overview with the Important, Urgent and Unread switches.
A flagged ticket shows a star or flag next to the ticket number in the overview. Hover over it for Important: (date) or Urgent: (date). In the top bar of the ticket there is an age chip with Important since today, Urgent for 1 day or Urgent for 3 days. The timeline records Ticket marked as important., Ticket no longer marked as important., Ticket marked as urgent. and Ticket no longer marked as urgent.
You filter in the ticket overview with Show only important and Show urgent tickets only; both show the number in brackets. The flags apply to the whole team: if a colleague marks a ticket as urgent, everyone sees the flag.
Read and unread
aishaa keeps track per user of whether a ticket has been read. An unread ticket shows the badge Unread or 3 unread messages in the overview.
- In the menu next to the ticket number you switch Unread on or off. If a colleague has read the ticket, it says Read by (name); if the ticket was read via the phone app, it says Read on the phone.
- In the conversation, choose Mark unread from here next to a message to set that message and all newer messages back to unread. You see the confirmation Marked as unread.
- With the Show unread only filter you only see tickets with a customer message that nobody in the team has read yet.
Good to know
- On the dashboard, the Unassigned tile counts the tickets that are nobody’s yet, and the Your work list puts them under Not assigned yet, so they are not left lying around. See Dashboard.
- Per channel an admin can choose a default agent under Assign new tickets to; if you leave it empty, new tickets on that channel come in unassigned.
- Assigning and flagging cannot be done in bulk from the ticket overview; Mass status update only changes the status. See Editing multiple tickets at once.
- On a Closed ticket, Assigned agent and Support group are disabled. Reopen the ticket first.
- You cannot assign or flag tickets with the status Draft.