Assignment! Action!

As a Support team grows, triaging the support inbox becomes more important — and more difficult, as both the product and team become more complex. Most organizations have one or more team members on triage duty each day to make sure new customer requests get the proper labels and are sent to the right people.

Triaging is important work, but it's often tedious. Routing conversations to the correct place with the correct labels is something that teams can automate, if their tool lets them. Fortunately, ours does!

Assignment actions

When we released switches a few months ago, we talked about the customizable actions you could automate: sending data to your own external endpoints with the http_request action, and adding and removing labels from conversations with the apply_labels action. Now you can round out your triage work with automated conversation assignments using the new assign_conversation action.

Assignments in switch actions work just like labels. You specify what conditions to check for and who to assign or unassign from a conversation. Whenever the condition is met, Yetto adds or removes those assignees.

Simple enough! Let's see what that looks like.

Assignments in action

Let's say you support a SaaS platform and one team member is the API expert. Any time a conversation is created in Yetto that includes the term API, you want to automatically assign your teammate (let's call them "Jones") to the conversation. Let's add the feature.API label to the conversation while we're there.

Here's what that looks like in a switch:

{
  "version": "2023-03-06",
  "events": {
    "conversation.created": {
      "conditions": {
      // Check whether the message includes the term "API"
        "if": "{% data.yetto.message.visibility == 'external' and data.yetto.message.text_content contains \"API\" %}"
      },
      "actions": [
        // Apply the "feature.API" label
        {
          "name": "Add the API feature label",
          "uses": "apply_labels",
          "add": [
            "feature.API"
          ],
        },
        // Assign the conversation to your teammate with the handle "jones"
        {
          "name": "Assign the conversation to the API expert",
          "uses": "assign_conversation",
          "add": [
            "jones"
          ],
        }
    }
}

All the logic for triaging API tickets is in a single switch. If someone else takes over as the API expert next year, you'll know exactly what to change and where. It's all documented within the switch, so nobody needs to keep a separate Notion or Google doc to track who's responsible for which category. Which means that not only will the triage work be automated, but you won't have internal docs going out of date every few months. It's a win-win.

Gimme gimme

We've been doing support for years, and we're tired of the tedious overhead, too. We don't want to spend time manually moving conversations around and adding metadata, we want to spend our time solving problems for people. And we want you to spend your time doing the same.

Yetto is still in open beta. Come check it out for free and see how it feels to use a tool made to let you focus on the work you love rather than the logistics.