Dynamic Ticket Assignment

Last updated on Jul 5, 2024

Dynamic ticket assignment lets your system tell Cue which user or team a ticket should be assigned to. This is useful when you have specific contacts in your database (e.g. CRM), that are assigned to teams or users in your division or company, and you would like these assignments to be consistent in Cue.

How it works

We make a request to your API (usually a CRM or other app)
Your API responds with the email address of the user and/or the Team Reference ID of the team you want to assign the ticket to.
When Cue create's a ticket we look up the user (by email) or team (by team reference ID) and assign the ticket accordingly.
If we cannot find a match the ticket will still be created but remain unassigned.

A Team Reference ID is any unique identifier you have for your a team in your application. It could be 123, Support-WC, VIPs or any other custom value. We will add each Team Reference ID to each of your teams in Cue so we know which team to assign to when we see this Team Reference ID.

How to set it up

You can set this up yourself or we can help you to do it.

Self-set up

If you're comfortable making HTTP requests in flows you can set this up yourself.

Make a request to your API
Use the 'Set value' step to extract a value from your API response
Pass this data into the Create Ticket step (see below)

You'll still need to give us a list of team reference ID's for us to add to your team for now. We're working to add a field for this to the edit team view.

Assisted setup

If you'd like us to help you set this up, we just need the following:

Your API documentation (e.g. endpoint, request and response examples)
API credentials (e.g. Bearer token)
A list of team references IDs for us to add to your teams in Cue.

To set this up reach out to your dedicated Customer Success Manager should you be on paid support or email support@cuedesk.com.

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If you make any changes to Team Reference IDs in your system please inform us so we can keep this up to date.