We have 50 customer service reps that work nationwide but are split between the three main timezones. We’re running into major problems trying to coordinate ticket assignments based on their time zones. This straightforward ask requires a lot of work today. Here’s the painful workaround.
- Split the two main CSR teams into six (Group 1 ET, Group 1 CT, Group 2 ET, etc.)
- Stop using the auto ticket assignment option from the inbox’s channel settings
- Create several workflows with mutually exclusive execution times. Example:
- Between 7 am - 8 am CT: enroll new tickets and assign them to the two ET groups
- Between 8 am - 10 am CT: enroll new tickets and assign them to the two ET groups and two CT groups
- Between 10 am - 4 pm CT: enroll new tickets and assign them to all groups
- Between 4 pm - 5 pm CT: enroll new tickets and assign them to the two CT groups and two PT groups
- Between 5 pm - 7 pm CT: enroll new tickets and assign them to the two PT groups
Y’all, this is a lot, and a pain to maintain. If the org decides to add a layer of complexity to the system, it will take 5x the time to implement. Worse yet, if we move forward with this split, then we’ll have to update numerous chatflows to incorporate the new teams. I’m starting to hyperventilate.