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
Navigate to Settings > Queues & exclusions
Click "Add new queue" in the top right corner
Give your queue a name
Select your contact platform
Enter your match method information
The platform dropdown will only display contact platforms that you have integrated with Assembled. You can read more about integrating your contact platforms here.
We currently support four matching methods:
matches the pattern: Matches the pattern provided and supports wildcards.
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
In previous versions, if you've integrated Zendesk, Kustomer, or Intercom with us, you would have been able to select the keywords directly from Assembled. The second version of the queue configuration module no longer supports auto populating keywords.
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. Priorities are only considered when a single case/ticket could potentially map to two or more queues according to the configuration, in which case the priority serves as the tie-breaker to ensure that a ticket that could match either doesn't get randomly assigned to one queue or the other. In the event that there is still a tie, the queue that goes first alphabetically (as displayed on the configuration page) will receive the ticket.
Verifying your configuration (aka. auditing your queues)
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:
- Selecting a time range in the top left hand corner
- At a glance seeing how many tickets are coming in for each queue
- Inspecting the specific tickets that have shown up in that queue in the select time range by click Edit > Audit matching tickets
Select a time range
Click Edit to inspect the queue
Click Audit matching tickets to see which tickets are mapped to that queue
Interpreting the ticket auditing results:
- If a ticket that you're expecting isn't showing up anywhere, it's likely being excluded by an exclusion rule.
- Matching tickets in queue: Tickets that are successfully matching the queue and will show up in that queue throughout the Assembled platform.
- Conflicted tickets: Tickets that do match the queue configuration rules but also match another queue rule for a higher priority queue.
- 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?
- First check the time range to make sure you're looking at the right data
- Check your exclusion rules
- 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.
Excluding tickets from Assembled
Using the "exclude ticket" 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.
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.
A fallback queue is queue that tickets enter when there is no matching rule that sorts that ticket into a particular queue.
A fallback queue can be set for each source of ticket.
To set a fallback queue, head to
Settings, click "Queues and exclusions" and select "Set fallback queues"