Ticketing, queues & SLA — found from sitemap — HelpCrunch

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Facts read from this source

• Assignment rules plan availability Report an error

  “Assignment Rules are available in Pro and Enterprise subscription plans.”

• Assignment rules auto assign Report an error

  “You can auto-assign: New incoming chats – to a department or an agent; Chats with reply to a chat Auto/Manual Message – to a department or an agent; Tags – to a contact.”

• Assignment rules priority order Report an error

  “Rules will be applied to chats one-by-one from the first rule to the last one. To change the priority just drag’n’drop them. The first rule with matching conditions will be applied to a chat.”

• Assignment rules launch timing Report an error

  “Launch when - depending on your team availability, can be launched when: Team is online Team is offline Team is online or offline (always)”

• Assignment rules triggers Report an error

  “Apply rule when – an event that would trigger a rule: Customer creates a new chat – a rule would be applied once a chat is created; Customer replies to a chat Auto/Manual Message – a rule would be applied once a contact replies to a Targeted Chat or chat Manual Message.”

• Assignment rules conditions Report an error

  “Narrow down the audience by adding conditions with a contact attribute: Default attributes, like email, company, tag, or visits; Incoming emails: email from, email to, email subject. Custom data attributes that you forward to HelpCrunch.”

• Assignment rules no conditions default Report an error

  “Without conditions, the rule will be applied for all. You can use it to assign chats to someone by default. Place this rule to the last priority.”

• Assignment rules actions Report an error

  “Actions Assign chat – choose a chat assignee, a team member, or a department. Tag contact – choose tags you want to assign to a contact.”