Enhanced Auto Assignment of Tickets

Idea created by Ian_Turner Employee on May 7, 2014
    Not planned
    Score3
    • shwetha.gowda
    • GuanHua1378
    • Deivyson

    Would like enhanced auto-assignment of tickets based upon the following functionality:

    1. Load-based auto allocation based on open tickets assigned for a group. The group contact could have a threshold metric with an alternative assignment group defined.
    2. Also can combine with some rule-based auto-assignement criteria relating to fields like CI or Business Line - can be auto-allocated to team members that are configured as being specialists in those areas.