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Setup Legacy Routing

SherpaDesk has several different routing methods to assign tickets to either a single technician or to group of technicians who are members of a queue.  

Tickets are able to be routed based on;

Account or Location - Tickets are able to be routed based on the location or account stored in the user's profile.

Type of Issue Tickets are able to be routed based on the class or type of issue the user is having.  Classes can be set in a hierarchy (i.e. Computers > Desktop > Mac) and at each class level the ticket is able to be routed and assigned. 

Severity - Tickets are able to be routed based on the priority level of the ticket.  

Levels - Tickets are able to be routed in a work flow setup by Levels.  You will be able to escalate your tickets and assign technicians or queues to each escalation path.


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Routing Order

Set the route order in which the system will look first to route the ticket.  For example.  If you select 'Route by Ticket Class' in position Order 1 then the system will look at the class of the ticket to determine how to route the ticket.  If no class is found then it will proceed to Order 2 to determine assignment.  

Class Routing

Class routing offers the most options when it comes to assigning tickets.  You will be able to configure the routing of each class by going to Configuration > Classes and then edit each Class.

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Tech of Last Resort - This a specific technician or queue the system will assign to if there are no other options left to route.  It's a fail safe as the system needs to have some route or assignment.

Class Type - Determines what type of routing is available for this Class.  The following options include

Tech Pool - Standard - You will just assign the technicians to the pool in which tickets will be assigned

Use Global Level Tech Pool - The system will determine the route based on your Global Levels set up

Tech Pool Location Aware - You will assign technicians AND the location they support

Use Location's Tech Pool - The system will determine the route based on your Location routing set up.


Routing Type - Determines how tickets will be distributed among your technicians


Distributed Routing - This means the system will assign tickets in sequence to whoever is included in the Technicians Pool

 Least # of Tickets - This means the system will review the members of the Technicians Pool and assign the ticket to whoever has the least amount of open tickets


Technician Pool - This the group of technicians or queues in which the ticket will be assigned.  The ticket will only be routed to an individual technician or to a queue and will not be routed or notify other members of this pool.

 I found this article helpful. (1)

 

  1. Mike Clements
    25 August, 2018

    Jason,

    Let me see if I can answer your questions below

    What is the difference in LOGS and TIME? Both of them have the feature to put in the timing.

    [ShD] The TIME tab is where you can enter your technicians time on a ticket and looked at all logged time on a ticket.  The LOGS tab is generally reserved to review ticket actions that are not part of the OVERVIEW.  The OVERVIEW tab is where you would read all the response history of a ticket i.e. the conversation on the ticket.  The LOGS tab is more for when the ticket was transferred, if was re-prioritized, transferred, escalated, etc.  You won’t use the LOGS tab that often.

    When closing the ticket below, I need to key in the time START and STOP.

    [ShD] The Start and Stop time are available to you upon closing ticket.  Are you not seeing this?

    image001png01D43C5014018080.png

    The LOG and TIME above also need to key in the time START and STOP too.

    [ShD] Again, you won’t use the LOG tab that often, however the Start and Stop time are available in both LOG and TIME.  Are you not seeing these?

    image002png01D43C5014018080.png
    The system log 2 hours but the logged time show 11.37 hours. How is this possible?

    [ShD] This is not possible.  Please provide us with an example of a ticket number or a time log entry and we’ll take a look.  When I look at your timesheet I’m not seeing a 11.37 hour time log.  I see 9 time logs totaling 14.93 hours.

    image003png01D43C5014018080.png

    Please provide us with more information what you’re seeing.

    Thank you,
    Mike

    Following files were uploaded: image001png01D43C5014018080.png, image002png01D43C5014018080.png, image003png01D43C5014018080.png

  2. Jason Ng
    25 August, 2018

    Hi Support,

    Can u help to advice the below? thank you.

    A)   What is the difference in LOGS and TIME? Both of them have the feature to put in the timing.

    image003jpg01D43C9398E6F940.jpg

    When closing the ticket below, I need to key in the time START and STOP.

    The LOG and TIME above also need to key in the time START and STOP too.

    image005jpg01D43C9398E6F940.jpg

    B)   The system log 2 hours but the logged time show 11.37 hours. How is this possible?

    How can I prevent engineer from logging the wrong time?

    Ticket was CLOSED by Jason Ng - First Tel.
    Jason Ng - First Tel logged 2.00 working hours (2 hours) as Desktop Support task type and estimated 100% Complete.
    First Tel Tech Pte Ltd
    https://fttsupport.sherpadesk.com/?tkt=dqypxj
    ABC Company Desktop Issue

    Organization
    First Tel Tech Pte Ltd 
    Account
    First Tel Tech Pte Ltd 
    User
    Jacen Chan
    jacen@live.com
    Technician
    Jason Ng 
    Class
    Desktop Support 
    Project

    Logged Time
    11.37 hours 

    Response
    Ng, Jason
    25-Aug-2018 11:23 (UTC8)
    reboot

    Jason Ng - First Tel logged 9.37 working hours (9 hours 22 minutes) as Desktop Support task type.
    Transfer
    Ng, Jason
    25-Aug-2018 11:22 (UTC8)
    Jason Ng - First Tel picked up this Ticket from New Tickets Queue
    Response
    Ng, Jason
    25-Aug-2018 11:20 (UTC8)

    Transfer
    Ng, Jason
    25-Aug-2018 11:12 (UTC8)
    Jason Ng - First Tel
    Initial Post
    Chan, Jacen
    25-Aug-2018 11:07 (UTC8)
    Please help.

    Sent from my iPhone

    This ticket was created via the email parser.

    Following files were uploaded: image003jpg01D43C9398E6F940.jpg, image005jpg01D43C9398E6F940.jpg