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Assign unassigned support cases in Zoho CRM
The Zoho CRM AI Assistant lists open Cases owned by a queue user or a placeholder owner and proposes a real owner for each, by the rule you give. Once you approve, it changes the case owners.
Zoho CRM AI Assistant is a Chrome extension that opens beside Zoho CRM. Tell it what you want to do in plain language, and it works with your CRM for you. Try Plus free for 14 days, then stay on Free forever.
the problem
New cases land on the queue and wait
Cases from the web form or email go to a shared user such as “Support Queue”, or to whoever set up the form. Someone is meant to hand them out, but on a busy day nobody does, and the customer waits for a reply while the case sits with an owner who will never answer it.
the solution
Ask for the queue cases and how to share them out
Name the placeholder owner and your rule:
Find open Cases owned by the Support Queue user. Assign billing cases to Sam Patel and everything else to Lena Ortiz. Show me the list before you change anything.
The assistant reads the open cases owned by that user, looks at the fields your rule uses (such as Type, Priority, Case Origin or the account), and lists each case with the owner it would give it. You can change any line before you approve.
Nothing is written until you approve. Then it changes the Case Owner on each case. It can also move the case’s open tasks, meetings and calls to the new owner if you ask. Changes to more than 20 records at once ask for a final confirmation.
- Reads open Cases, their owner and the fields your rule names, and your active users.
- Writes the case owner, and the owner of its open activities if you ask, only after you approve.
- It applies the rule you give; it does not check who is on leave or how busy each person is.
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For the heaviest CRM workloads.
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Free
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By hand
Without the assistantNot ready to install? Here is how to do the same thing in Zoho CRM yourself, step by step.
Need more than Max? Contact sales
use cases
Explore use cases
- Current use case
Assign unassigned support cases in Zoho CRM
“Find open Cases owned by the Support Queue user. Assign billing cases to Sam Patel and everything else to Lena Ortiz. Show me the list before you change anything.”
Find support cases with no update in Zoho CRM
“Find open Cases with no change, note, call or email in the last 5 days. List them by priority and owner. After I confirm, create a follow-up task for each owner, due tomorrow.”
Link support cases to contacts and accounts in Zoho CRM
“Find Cases with no contact or account. Match each one to a contact by the reporter’s email, and set the contact and that contact’s account. Show me the ones you cannot match.”
without the assistant
How to do it by hand in Zoho CRM
You can do this in Zoho CRM yourself. Here are the steps.
- Open the Cases module and create a custom view: Case Owner is the queue user and Status is not closed.
- Go through the list and decide an owner for each case.
- Open each case and change the Case Owner.
An assignment rule can set the owner of new cases as they arrive, but the cases already sitting in the queue are handed out one by one.
faq
Frequently Asked Questions
Will it change my cases?
It changes the case owner, and only after you approve. Status, priority, subject and description are not edited, and the customer is not contacted.
What does it read in my CRM?
Open Cases owned by the user you name, the fields your rule uses, and your list of active Zoho CRM users, so each new owner is a real user.
What rules can I give it?
Plain rules on the case’s fields: by type, priority, origin, account or the product on the case, or “share them evenly between Sam and Lena”. It cannot see who is out of office.
Can it be wrong?
It can only follow fields that are filled in. A case with no type or the wrong one gets the default owner in your rule, so check those lines before you approve.
Is this the same as an assignment rule?
No. A Zoho CRM assignment rule sets the owner when a record is created. This hands out the cases that are already waiting, by the rule you type into the request.
Will it work on my Zoho CRM edition?
It needs a Zoho CRM edition and user profile with API access, and it can only do what your profile is allowed to do. This use case has not been checked edition by edition yet, so write to us if you want to check yours first.
Want to ask something?
Write to the team at hello@zsetup.com.