Co-ownership

1. Feature Overview

This feature allows you to grant temporary ticket access to various groups and agents in your organization. This is useful when customers raise issues that have dependencies on multiple teams within your organization, and when each of these secondary groups/agents will have to contribute to resolving the ticket.
For example, if a customer reports a successful payment but the order shows payment failed, the finance and customer support teams need to be involved. Here, set up a workflow that allows the finance team to investigate the payment status and what went wrong, while the customer support team reassures the customer their money is safe and gives them real-time updates. Granting temporary ticket access to both teams allows them to collaborate effectively to resolve the issue.

2. Prerequisites

• LeadSquared’s Service CRM offering is a paid feature. To enable it on your account, contact your account manager, or write to scsupport@leadsquared.com.
• The ticket field and form configurations listed in this article can only accessed by Service Platform Admin and Service Admin users.

3. How it Works

The ticket sharing workflows across departments are configured using the Stages dropdown-type ticket field. For each stage, configure the secondary groups or agents the tickets will be temporarily assigned to. Once the ticket is assigned to a secondary agent/group, an internal SLA is created for this agent/group.

1. First, add the various stages (or departments) a ticket typically goes through before its resolution. In the example listed above, “Finance – Stage 1” and “Customer Support – Stage 2” are two possible stages.
2. In each ticket stage, the ticket is assigned to an agent, who then works on providing a resolution (finding the payment status in our example). Once they find the resolution, they update the stage to “Customer Support – Stage 2”. When creating a ticket stage, choose to assign the ticket to a secondary agent or a secondary Service Group.
3. Then, configure the internal SLA within which this agent is expected to provide a resolution.
4. Finish by adding this field to a ticket form, and publish the form.

You can either set up an automation that updates the ticket stage, or give agents the permission to manually update it. Once the stage is updated, it’s assigned to the next agent/group you’ve selected (Customer Support – Stage 2 in our example). Here, they must provide the remaining resolution (giving the customer an update on the current payment status in our example), after which the ticket is fully resolved.

4. Access Co-ownership Rules

Once you log in to LeadSquared (https://login.leadsquared.com/), to create co-ownership rules –

1. Navigate to My Profile>Settings>Service Cloud.
2. On the Service Cloud Settings screen, under Ticket Settings, click Ticket Field and Form Configuration.
3. On the Fields Configuration tab, alongside Stage, click .
4. On the Update System Field pop-up, click Add Stage. Here, add the stage values and configure the co-ownership rules.

5. Configure Co-ownership Rules

On the Add Stage pop-up, configure –

• Stage Name – Enter a relevant name. This is mandatory.
• Secondary Group – Select the Service Group to which you want to grant temporary ticket access.
• Secondary Agent – Select the Service CRM agent to whom you want to grant temporary ticket access.
• Routing Method – When you select Secondary Group, this option shows up. It’s the sequence in which the tickets are assigned to the agents in the group.
  • Round Robin – When selected, the system will sequentially assign tickets to each agent in the group. For instance, if three users are in the group – Tim, Gareth, and Keith – the system will assign the first ticket to Tim, the second to Gareth, the third to Keith, the fourth to Tim again, and so forth.
  • Manual – When selected, the Group Manager must manually assign tickets to the agents in the group.
• SLA Details – This is the internal SLA the group/agent, to whom the ticket has been temporarily assigned, must follow. This is different from the SLAs configured in your account. Configure the SLA in minutes, hours, or days.*
• Working Hours – Select whether you want the SLA to follow calendar hours or the Business Hours configured in your account. For example, if the SLA is 6 hours and the ticket is temporarily assigned to the finance team at 3 PM, if you’ve selected Calendar Hours, they have until 9 PM the same day to resolve the issue. However, if you’ve selected Business Hours (configured as 9 AM to 6 PM), they have until 12 PM the next day to resolve the issue.
• Default – When selected, the configured stage will be applied by default to a new ticket upon creation.

Once you’re done, click Add. Once you’re done adding all the stage values, click Save.

6. Next Steps

Once you’ve configured the Stages field, add it to the ticket form. To know more, refer to Ticket Fields and Form Configuration.

Any Questions?

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