Ticket Mapping allows you to separate inbound conversations in Assembled. Once Ticket Mapping is set up, you have the ability to forecast and staff differently on separate queues.

Examples of queues you can set up:

  • If you receive marketing questions that must be answered by specialized marketing agents, you can set up a marketing queue to separate marketing questions from generic questions. You can then forecast and staff specifically for your marketing specialists.

  • If your team receives VIP questions and these questions require a faster SLA than general questions, you can create a queue called "VIP" that is linked to these specific VIP questions. Assembled can then forecast volume and generate headcount requirements that will enable you to meet your strict SLA.

How to create a new Queue:

  1. Navigate to Settings > Queues

  2. Click "Add new queue" in the top right corner

  3. Create a Queue name

  4. Select your contact platform

  5. Enter your match method information

  6. Set priority

  7. Save

Platform

The platform dropdown will only display contact platforms that you have integrated with Assembled. You can read more about integrating your contact platforms here.

Match method

We currently support four matching methods:

  • is exactly

  • starts with

  • contains

  • matches the pattern: This one is more of an advanced feature that requires a little explanation. Matches the pattern supports wildcards. A wildcard character is a kind of placeholder represented by a single character, such as an asterisk ( * ), which can be interpreted as a number of literal characters or an empty string.

Keyword type

This determines how we map a conversation or ticket to a specific queue. Depending on the integration you're using we typically match on what inbox the conversation was assigned to (Assignee ID, Assigned Team, Group ID) or if the conversation had a specific tag (Ticket Tag, Tag).

Here are the keyword types we match on for specific platform integrations:

  • Intercom: Assignee ID, Ticket Tag

  • Kustomer: Channel, Tag (tag_id), Assigned Team

  • Zendesk: Group ID, Ticket Tag, Ticket Form ID, Phone number

If you've integrated Zendesk, Kustomer, or Intercom with us, you can select the keyword types directly from Assembled:

Priorities

Mappings with higher priorities are applied first. For example, if you have one mapping with a 1 and another with 0, the mapping with 1 would be a higher priority.

Excluding tickets from your forecast:

Using the "exclude ticket" feature would allow you to leave out specific groups of tickets from your Assembled forecast, like spam or tickets unrelated to staffing. This feature can be found at the bottom of the Queues page.

Note:

  • If you're using "is not" for the match method we only suggest using one exclusion rule.

  • In the case where no default queue is set, the tickets or conversations will just flow into no queue. In this case, if you searched Channel: 'Email' you’d still see the ticket.

  • Ticket Mapping can be changed at any time. If you do make a change please let our team know so we can rerun your forecast.

Did this answer your question?