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Assign ticket to an agent group

Anh Dinh I'm New Here Sep 22, 2022


We are moving away from Zendesk to Jira, currently we have 3 groups of agent which are IT Help, DevOps and Data.

I'm trying to set up one main Customer portal and if the request comes to the queue, we can transfer directly to the right group accordingly.

Is there any way to group number of agents and move/assign request to group queue?

4 answers

1 vote
John Funk Community Leader Sep 22, 2022

Hi Anh - Welcome to the Atlassian Community!

You can create a Group and add the appropriate agent in each group. Then you could create a custom field of Group Picker type and populate it as a hidden field in the Request From on create. 

0 votes

Hello @Anh Dinh

It’s Aleksandra from Deviniti, the vendor of the Assignment Rules app.

After reading your post, I think you may also find our app handy which will extend the native JSM configuration of request types and groups.

Assignment Rules allows you to automatically assign users to issues based on the rules configured by the administrator with JQL. So if you create a condition that all requests of a specific type should be assigned to a specific team, and group your agents accordingly into Jira groups, our app will automatically assign the appropriate team member. What is more, you can also decide about the order and assign users to requests in a queue, one by one, in order to distribute work.

Hopefully, you will find it useful!

Cheers,
Aleksandra

@Anh Dinh hello & welcome! So, you're trying to migrate data from Zendesk to Jira, correct? If that's the case, and you're open to having external help, feel free to take a look at ZigiOps. It's a no-code tool that can help you migrate different data without limitations, apart from connecting them. It has advanced mapping functionality and allows for customization, meaning you can effortlessly achieve your use case (group number of agents and move/assign request to group queue). Check out the ZigiOps integration tool and if you think it might be useful, do not hesitate to contact us. 

 

Regards, Diana (ZigiWave)

0 votes

@Anh Dinh -

Welcome to the community.  In addition to what @John Funk mentioned, you can also group your request forms (i.e. Request Form 1,2,3 will be for Agent group A etc..).

Afterward you can create custom queue which will only pulls in the specific set for request forms targeting each Agent group.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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