Streamlining Support with Empress's Assignment Rule Feature

Guides & Tutorials
1

Introduction

In the business world, efficiency and speed are key factors for success. This is especially true when it comes to handling customer support issues. This guide will guide you on how to automate the assignment of support tickets using the Assignment Rule feature in Empress, which helps streamline your support process and ensure faster resolution of customer queries.

Setting Up an Email Account

Before we dive into the details of automating issue assignments, the first step is to set up an email account in Empress. This account will receive incoming emails and append them into the “Issue” category in Empress.

1) Create an Email Account:

  • To start, you’ll need to set up your support email address in Empress’s Email Account. This is where you’ll input your email domain.

2) Append to Issue:

  • Next, you’ll want to check the “Enable Incoming” box. This will allow emails sent to your support address to be received and recorded in Empress.

  • Under the “Appends To” category, you’ll specify that you want all incoming emails to be appended to the ‘Issue’ category.

This process only needs to be set up once, unless you need to change the password of the email address through third-party apps. Any emails sent to the address you set up will automatically populate in the Issue List.

Automating the Assignment of Support Tickets

With our email account set up, we can now move on to the main feature of this guide: automating the assignment of support tickets.

3) Setting an Assignment Rule:

  • The Assignment Rule feature allows you to automate the process of assigning support tickets to your team.

4) Automatic Assignments Based on Rules:

  • Once you’ve set your rules, assignments will be made automatically whenever an Issue is created or updated.

  • If necessary, you can also disable or edit the rule at any time.

Just like that, you’ve automated your customer support process! You can also use similar steps to automate the Sales process in Empress, assigning leads to your Sales team to boost conversion rates.

In summary, Empress’s Assignment Rule feature is a powerful tool for businesses, enhancing efficiency and ensuring that customer queries are promptly addressed by the appropriate team member. For additional help or resources, please refer to the Empress user guide or reach out to our support team.