Avoid unattended tickets with various models of automated ticket assignment
Automate Ticket Assignment - Round Robin or Load Balance Way
Choose from Round Robin or Load Balancing mechanisms to assign incoming tickets to technicians automatically.
Distribute tickets equally among available technicians in the round robin method.
Take into account existing technician workload while assigning tickets by the load balancing mechanism.
Exclude technicians from automated assignments if they are not available to handle tickets.
Enable 'exceptions' to ensure that a ticket's matching specific criteria such as category, level, priority, mode, type, and site that follow a different process workflow are not auto-assigned.
Create Business Rules. Define Your Own Workflows.
Create custom workflows to assign incoming tickets in the service desk.
Match incoming tickets with predefined criteria and route them to appropriate technicians or support groups.
Reassign tickets and provide for alternate routing by applying business rules upon ticket updates.
Assign specific technicians or groups for uncommon issues
The technician auto-assign (round robin/load balancing) feature works best for our organization, reducing assignment delays.
Darren Hammond, ICT manager, Lesedi Nuclear Services, Western Cape
Automate Ticket Assignment. Don't Miss a Single Ticket.
