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How to assign tickets to partners

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

Quick tip

You don't know what each partner type means and what to configure where? No problem, we got you covered!

Learn more about partners
USE CASE EXAMPLE

You are a small company that has two different account partner companies that 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 Fieldcode 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.

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

Example with a partner score and a recommendation reason
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