Table of contents
Technician Auto Assign
This feature assigns any incoming tickets automatically to next available technician via two methods.
Round Robin
Load Balancing
Furthermore they can be assigned at three different stages
Created
Edited
Created and Edited (This is AND condition from AND/OR Logic)
It can include or exclude technicians on which this method should be be applied or not.
Terms
Round Robin: Round Robin: Tickets are assigned equally to all technicians in an order and start again from the same order of the list. This way all the tickets are equally distributed amongst the available technicians.
Load Balancing: Load Balancing: Technicians with least number of requests will be assigned the request. If more than one technician has the least load, then any technician with the least load among them will be assigned the ticket.
Execution Rules
Created - Execution will be applied on any new incoming tickets.
Edited - Execution will be applied to any ticket which is edited.
Edited means that any of the following is updated / edited.
Set Technician Auto Assign
To Enable Ticket Auto Assign go to
Customize > Users > Ticket Auto Assign and press Enable Technician Auto Assign
Choose settings and save when done.
