This feature is a part of Assembled's Pro and Enterprise plan. Please see our Plans page for additional details about our Assembled plans and associated features, and please contact the Assembled team at support@assembled.com if you’re interested in using this!

Table of Contents

How to create a new queue

Fallback queues

Exclusions

Verifying your configuration

Verifying your configuration - Ticket lifecycle

What do you do if you don’t see a ticket in a queue?

Exporting ticket data

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.

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

7. Enter your match method information.

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

     We currently support the following matching methods:

     • contains
     • does not contain
     • is exactly
     • is not
     • is empty
     • matches wildcard (*): matches the text provided, but supports asterisk as a "wildcard", for example, happy birth* would match both "happy birthday" and "happy birthnight"
     
   • Keyword is what to look for in the Ticket property that determines that the ticket belongs in the Queue.

     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: Brand ID, Group ID, Ticket Tag, Ticket Form ID, Ticket Type, Via Channel

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

8. Set Rule priority.

   • This determines which rules with take precedent. Higher priorities will be checked and matched first. Rules with the same priority will be organized alphabetically.
     • 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.
     • 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.
    • 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.
    • 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, automations, or bot-chat tickets, for example. This feature can be found at the bottom of the Queues page.

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

Verifying your configuration

If you are using ticket lifecycle, you can use the steps listed in this section.

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 is the volume of tickets that are coming in.

1. Selecting a time range in the top left hand corner.

2. The ticket count cards at the top of the page show give a high level overview of the types of tickets that have been coming in, categorized by queued status, excluded status, and channel.

   

3. When you click on a ticket count card, a panel will appear displaying additional information about the tickets in that group. For instance, if you click on the “Assigned to queue” card, a panel will appear showing the creation time, channel, and queue for all tickets in the selected time range. Additionally, you can export the ticket data for tickets in that group.

   

The second thing to do is look at the number of tickets that are coming in for each Queue.

1. Selecting a time range in the top left hand corner.

2. The Tickets in queue column on the right-hand side of the table displays the number of tickets currently in each queue for the selected time range. We specifically highlight queues that have 0 tickets, as this may indicate that the queue rules have been set up incorrectly.
   

    

3. When you click on the number of tickets in a queue, a panel will appear displaying additional information. The panel will show all of the tickets in two groups: tickets that match the queue, and tickets that do not match the queue.

   • For tickets that match the queue, the panel will show the field on the ticket that caused the ticket to be routed to that queue. For instance, the tickets below are in the Outbound queue because the tag field on the ticket is phone_outbound, which matches one of the rules in the queue.

     

   • For tickets that do not match the queue, the panel may give more detailed information on why the ticket is not in the queue.

     For example, these tickets matched to an exclusion rule and therefore did not end up in the queue, even though the tag field was phone_outbound.

     

Verifying your configuration - Ticket lifecycle

The first thing to look for is the volume of tickets and units of work coming in.

1. Selecting a time range in the top left hand corner.

2. The count cards at the top of the page show give a high level overview of the types of tickets and units of work that have been coming in, categorized by queued status, excluded status, and channel.

   

3. When you click on a count card, a panel will appear and display additional information about both the tickets and units of work in that group. For instance, if you click on the “Assigned to queue” card, the panel will have two tabs: Tickets and Units Of Work.

The Tickets tab will show all of the tickets created in the selected time range for the selected group. For each ticket, you will be able to see the units of work associated with the ticket (called History).

The Units of work tab will show all of the units of work created in the selected time range for the selected group. For each unit of work, you will be able to see all other units of work for the same ticket.

For both tickets and units of work, you can export the data via the Export button in the modal.

The Ticket history modal shows all of the units of work for a ticket in chronological order.

The second thing to do is look at the number of tickets and units of work that are coming in for each Queue.

1. Selecting a time range in the top left hand corner.

2. The Tickets in queue and Units of work columns on the right-hand side of the table display the number of tickets and units of work, respectively, currently in each queue for the selected time range. We specifically highlight queues that have 0 tickets, as this may indicate that the queue rules have been set up incorrectly.

   

3. When you click on the number of tickets or units of work in a queue, a panel will appear displaying additional information. The panel will show all of the tickets and units of work in two groups: those that match the queue, and those that do not match the queue.

   • For the tickets and units of work that match the queue, the panel will show the field on the item to be routed to that queue. For instance, the tickets below are in the Billing queue because the tag field on the ticket is billing, which matches one of the rules in the queue.

     

   • For the tickets and units of work that do not match the queue, the panel will also show information about the reason why.

     For example, these tickets matched to an exclusion rule and therefore did not end up in the queue, even though the tag field was phone_outbound.

     

What do you do if you don’t see a ticket in a queue?

There are a few possible reasons why a ticket may not match a queue:

1. The ticket could have been excluded by an exclusion rule
2. The ticket could have matched a higher priority rule from a different queue
3. The ticket did not match any rules of the queue

To troubleshoot,

1. Check the time range to make sure that you are looking at the correct data.
2. Review your exclusion rules.
3. Utilize the panel to see if the ticket has potentially mapped to a higher priority rule.
4. 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.
5. If you are still unable to see the expected tickets, reach out to support@assembledhq.com.

Exporting ticket data

On the Queue configuration page, there are several options for exporting data. One way is to click the export button located at the top-right of the page. This action will open a modal that enables you to select the time range, platform (optional), and type of tickets you want to export. It's important to note that the maximum time range for ticket exports is 24 hours.

Depending on the number of tickets in the time range selected, the export may also include mapping details. Mapping details are the fields that are used to map the tickets. For example, if your queue rules include fields such as Tag and Group ID, then the export will include the values of those fields for each ticket.

Another option for exporting data is within a panel on the Queue configuration page. This method will export all tickets in the ticket group.