Ticket Mapping allows you to segregate 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:
- Go into Settings > Filters
- Select Queues > Add New Queue
- Create Filter Name > Save
Note: The parent function is a nested queue. A parent queue example could be “North America” with the child queue being “San Francisco” or “New York”. In this example, a ticket or conversation could appear in both the San Francisco and North America queue. However, if a ticket appears in the North America queue, it doesn’t necessarily mean that it also appears in the San Francisco queue.
How to apply Ticket Mapping to your tickets/conversations:
- Go into Settings > Integrations
- Locate your connected platform
- Select + New Queue Mapping
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, Assigned Team
- Zendesk: Group ID, Ticket Tag, Ticket Form ID
We currently support four matching methods:
- is exactly
- starts with
- 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.
Mappings with higher priorities are applied first. I.e. If you have one mapping with a 1 and another with 0, the mapping with 1 would be 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. A few examples of tickets you'd like to exclude would be spam or tickets for a team that is not related to your staffing needs.
Note: If you're using "is not" for the match method we only suggest using one exclusion rule
How to generate forecasts based on Ticket Mapping:
Let the Assembled team know once you've mapped all queues and we can run your forecasting to reflect the newly mapped queues!
How to see your queues in the forecast:
- Open the Staffing Timeline
- Click on the Filters button
- Select your Queue then click Update Filters
- 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.