Queue configuration overview

Ticket Mapping allows you to separate inbound conversations in Assembled and also entirely exclude certain tickets from the Assembled platform. 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 and exclusions.

2. Click Add queue in the top right corner of the Queues panel.

   

3. Give your Queue a name.

4. Select the Channels for the queue.
5. Click Add rule to add mappings for queues.

6. Select your contact platform.

   1. The platform dropdown will only display contact platforms that you have integrated with Assembled.

7. Enter your match method information.

   1. Ticket property: the field on the ticket to match on.
   2. Matching method: determines the logic of the matching.

      1. We currently support four matching methods:

         • is exactly

         • starts with

         • contains

         • matches the pattern: Matches the pattern provided and supports wildcards.

         
   3. Keyword is what to look for in the Ticket property that determines that the ticket belongs in the Queue.

      1. 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

         • Salesforce: Origin, Owner ID, Status, Is Deleted, Record Type ID

8. Set Rule priority.

   1. This determines which rules with take precedent. Higher priorities will be checked and matched first. Rules with the same priority will be organized alphabetically.
      1. Example: a rule with a 5 priority and a rule with a 3 priority match on a ticket. The 5 priority rule will be the queue the ticket maps to.
      2. Example: two rules with 1 priority match. One starts with "A" the other "B". The "A" rule will match.

9. Click Save queue

10. After you save, there will be a popup asking if you would like to run a ticket remapping.
    1. If your changes affect past tickets and their Queues, this will update historical tickets to match the new rules. We recommend this if you need your forecast to be updated with the Queue changes.
    2. You can choose how far back to run the remapping:
       • Last month
       • Last 3 months
       • Last 6 months

Fallback queues

Exclusions

Using the Exclusions feature will allow you to leave out specific groups of tickets from Assembled and the forecast. This is good for marketing inbounds for example or bot tickets. This feature can be found at the bottom of the Queues page.

Exclusions can be added just like other Queues with a matching queue.

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. They will still be present if you look at the Channel for the ticket.

Verifying your configuration

Your Queues are foundational to how Assembled works. A incorrect configuration (either on the Queue or ticket exclusions) will cause data issues downstream. 

The first thing to look for are the number of tickets that are coming in to a certain queue. You can do this by:

1. Selecting a time range in the top left hand corner.
2. At a glance seeing how many tickets are coming in for each Queue.
3. Inspecting the specific tickets that have been mapped you can either click the magnifying glass or the "# queued" for a specific Queue.

Interpreting the results:

1. If a ticket that you're expecting isn't showing up anywhere, it's likely being excluded by an exclusion rule.
2. Matching tickets in queue: Tickets that are successfully matching the Queue and will show up in that Queue throughout the Assembled platform.
3. Conflicted tickets: Tickets that do match the Queue configuration rules but also match another Queue rule for a higher priority queue.
4. Non-matching tickets: Tickets that Assembled is receiving but don't match the Queue.

What do you do if you don't see a ticket you know should be there?

1. First check the time range to make sure you're looking at the right data.
2. Check your exclusion rules.
3. Check your connected user's access rights to the relevant platform. This is more typically an issue with Salesforce in the event that you've connected an integration user to Assembled at that user doesn't have full visibility into all the fields to Cases.
4. If you are still unable to see the expected tickets, reach out to support@assembledhq.com.