Fieldcode Manual

Tip: You can use filters for better results

Last updated:June 28, 2024

How to assign/unassign tickets to/from partners

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You have three different options to assign a partner inside the Work place.

You cannot find the option to assign a partner?

You have to check the matching permissions manually in order to allow users to assign or unassign partners.

Learn more about permissions
You don't know what each partner type means and what to configure where?
Learn more
Use case - Small company with two different Account Partners

You are a small company that has two different Account Partners which assist you in resolving tickets. Both are located in Nuremberg but are specialized in different types of tickets. "Nuremberg Partner 1" helps to solve "Standard" tickets, while "Nuremberg Partner 2" helps to solve "IMACD" tickets. This was previously configured inside the Admin Panel under Partner Configuration with the use of filters. 

Option 1 – Via Ticket Pool:

  1. Right-click on a ticket in the Ticket Pool.
  2. Click on Assign partner in the context menu.
  3. (Option 1) Select a partner that you think would match from the dropdown list.
  4. (Option 2) Click on the Recommended button.
    Select the matching partner with eg. the highest score.
  5. Click Save.

Option 2 – Via Ticket Details:

  1. Click on the interaction button Assign partner (handshake button) in the Ticket Details.
  2. (Option 1) Select a partner that you think would match from the dropdown list.
  3. (Option 2) Click on the Recommended button.
    Select the matching partner with eg. the highest score.
  4. Click Save.

Option 3 – Via Scheduling Assistant:

  1. Inside the Scheduling Assistant click on the Recommended button at the bottom.
  2. Select the matching partner with eg. the highest score.
  3. Click Save.
Example with the default partner dropdown
Example with the option to select a recommended partner

How to unassign tickets from partners

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Option 1 – Via Ticket Pool:

  1. Right-click on a ticket in the Ticket Pool.
  2. A prompt opens.
  3. Click on Unassign partner in the context menu.
  4. The ticket should move back to the Ticket Pool.

Option 2 – Via Ticket Details:

  1. Click on the interaction button Unassign partner.
  2. A prompt opens.
  3. The ticket should move back to the Ticket Pool.

What are partner recommendations?

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Partner recommendations help in the process of finding matching partners for a particular ticket. 
Partner recommendations work with scores, the higher the partner recommendation score, the more suitable the partner is for the ticket. There is also a recommendation reason displayed, so you understand why a particular partner might be suggested for you. You can utilize partner recommendations from the Ticket Pool, the Scheduling Assistant, and from the Ticket Details.

Partner recommendations work out of the box

Partner recommendations do not require extra setup inside the Admin Panel, since they directly work out of the box.

Example with a partner score and a recommendation reason
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