Tickets can be automatically assigned to an Agent or Team, or to specific members of a Team. Team assignments can also use the 'Round Robin' system to alternate between Team members.
1. To get started:
- Log in to Admin+ as a Super Admin.
- Select Settings from the left navigation menu.
- Next, click on the Rules located under Tickets.
- The heading information shows the categories for Name, Events, Conditions, and Actions.
2. To create rules:
- Click on New in the right corner. This will open an Add Rules window with the following options:
- Name
- Event
- On New Ticket Creation.
- On Category Change.
- Condition
- Requested by User in Organization Unit.
- Category is
- Building is
- Room is
- Action
- Auto-Assign to Agent.
- Auto-Assign to Team.
- Auto-Assign to Team Agent (Round Robin).
Below is an example of how to create a rule that will assign new tickets from an Organization Unit to a team of Agents using Round Robin.
1. Event:
- Select On New Ticket Creation.
2. Condition:
- Select Requested by User in Organization Unit from the dropdown.
- Choose an Organization Unit.
3. Action:
- Select Auto-Assign to Team Agent (Round Robin).
- Choose a Team from the dropdown.