SteadyPoint Helpdesk features 2 different means for routing, or assigning, tickets to the correct person to handle them. One is automatic routing, which features 3 means of routing underneath it, the other is manual routing.


Automatic Routing

Automatic routing is pre-configured routing. That means that when the ticket is created, it uses the structure laid out for it to send the ticket to the correct individual. Automatic routing is best used when you have a more complex structure, as you can set it up once and not have to select the assignee every time you create a ticket.

Helpdesk pairs each problem catalog item with a problem handling team using routing algorithm: That way the system knows how to match each ticket type with it’s correct handler.

Turning on automatic routing

By default, Helpdesk has automatic routing turned off. To turn it on, start by heading to the settings menu.

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Under Help Desk Settings, select Miscellaneous Settings.

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For routing method, select automatic routing and then press save.

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Direct Assignment

Direct Assignment is the most straight forward mean of assigning tickets in Helpdesk: The individual assigned to handle tickets for an area/type/sub-type will get every ticket from that area/type/sub-type.

Using Direct Assignment

In Settings, under Users & Groups, select Teams.

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You’ll see the list of all your created problem handling teams here. Select new item to add a new team.

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Once you’ve named the team and selected the area/type/sub-type, in the drop-down menu for Routing Type select Direct Assignment. Then for the field assignee, fill in the name or the email of the person you want to handle the ticket.

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In our example, Oscar Mischaelson will be responsible for any ticket with the area Laptops. Lets see how this works in action!

Go to Tickets on the left hand side of your screen.

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Press on new ticket

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In our scenario, Tobias is having a problem with his laptop. He selects the laptops problem area, and fills in his ticket information and submits it.

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Oscar is notified of the new ticket.

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And he can handle it as required!

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Resource Pool

Resource Pool is Helpdesk’s team approach to assigning tickets: where the ticket is routed to a pool, or a team, of individuals. Tickets routed with resource pool routing results in all members within the resource pool to be notified of a newly created ticket. Any of these individuals can then claim the ticket for the purpose of handling it. The first person to get, or claim, the ticket becomes responsible for it.

Using Resource Pool

In Settings, under Users & Groups, select Teams.

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Add a new team. Once you’ve named the team and selected the area/type/sub-type, in the drop-down menu for Routing Type select Resource Pool. We now need to create a resource pool and fill it up with team members. So next to the field assignee, click on Add Pool.

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For resource pool groups, you will see all your listed resource pools. Click on Create Group.

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Name your new resource pool group and click create.

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Now we’re going to add members to this team, so click on the team name to pop it open. Click add users and insert the names or emails of the members of your resource pool and click add. When you’re done click close. In our case, both Oscar and Charlie are members of the Tablets team.

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Back on the team creation screen, select the resource pool you just added for the field assignee, and click save.

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Time to create a ticket! Tobias has a problem with his tablet, he selects the tablet area, fills in the ticket and submits it.

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As they’re both members of the Tablets team, both Charlie and Oscar receive a notification that a new tablets ticket has been created.

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The first of Charlie and Oscar to claim, or get, the ticket is the one responsible for it.

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The person who claimed the ticket is now responsible for it. As Oscar was busy, Charlie took over it. He now receives a notification telling him he has a new assigned task.

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And now Charlie can handle the ticket as required!

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SPOC

SPOC, or Single Point of Contact, is Helpdesk’s 2-step assignment method.

  1. Ticket is created, the SPOC receives the ticket.
  2. SPOC decides who to assign the ticket to.

It allows managers to choose which team member should get what ticket.

Using SPOC

In Settings, under Users & Groups, select Teams.

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Add a new team. Once you’ve named the team and selected the area/type/sub-type, in the drop-down menu for Routing Type select SPOC. For Assignee, fill in the name or email of the individual that will be the SPOC, and click save.

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In our scenario, Tobias wants to create a new ticket regarding his desktop that is not booting up. He fills in the ticket name, selects the area and adds a description, he then submits his ticket.

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Oscar Michaelson is the SPOC for Desktops, that means that when a new desktop ticket is created, he’s notified of it.

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Oscar can open the ticket, and he now gets to re-assign it to the person who should be responsible for it. As the person responsible for the desktop support division, he is aware of who has which task, and realizes that Charlie is currently free. is He enters Charlie Washington’s name in the assignee field, leaves him a comment, and assigns the task.

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Charlie is now notified of the new task.

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And he can handle it as required.

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Manual Routing

The 3 scenarios described above all fall under automatic routing. If you have a large number of ticket creators within Helpdesk, it is best to configure your routing through automatic routing. But what if you have a handful of ticket creators all whom are aware of who they want to handle their problems? Then its best to use manual routing!

Turning on Manual Routing

Under Help Desk Settings, select Miscellaneous Settings.

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For routing method, select manual routing and then press save.

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In our scenario, Tobias is having issues with his tablet. So he goes to create a new ticket, he enters the ticket title, selects the area tablets, adds a ticket description, but what more is that he can select the person he wants to handle his ticket by filling the assignee field with the name or email of the assignee. He chooses Oscar and clicks submit.

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Oscar is notified of the new ticket.

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And he can handle it just like any other ticket!

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