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Question

2-shift ServiceDesk and ticket routing

mentos_blue
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Maybe someone has a tip for us:

We want to assign incoming tickets to an agent group. 

Special feature is, we have two agent groups: 

 

1. internal IT (standard office hours)
2. External IT Service Desk (extended office hours)

 

How can we set this up so that, for example, from 06:00 PM to 10:00 PM all incoming tickets are assigned to extended support and the next business day from 08:00 - 05:00 PM the rest to inquiries?

 

sorry i can't find any option. :(

Thanks a lot and see you soon,

Christian 

 

3 replies

rashmi.nag
Userlevel 7
Badge +9

Hello @mentos_blue

 

Greetings from Team Refresh Community!

 

I hope you are doing well. Thank you for reaching out to the Refresh Community with your query. Our Product Specialist is working on providing you with the best support regarding the same. 

 

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Cheers, Rashmi || Team Refresh Community
A
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Hi! We do this by a workflow automator.

Event - when a ticket is raised

First Condition - match any

  • Condition -  Ticket Fields.Created during Non-Business Hours Default
  • Condition -  Ticket Fields.Created during Holidays Default

Second Condition - match any

  • Condition  - Ticket Fields.To Email is <email address>
  • Condition  - Ticket Fields.Group is HelpDesk

Action - Assign to Group After hours Support

Hope that helps.

 

Ashley

 

 

rajagopal.baladhandayutham
Userlevel 4
Badge +5

Thanks for your suggestion, Ashley.

 

@mentos_blue Christian, as Ashley had mentioned configuring a workflow automator to route tickets between groups during non business hours would be the ideal approach. I have added a screenshot of a sample workflow automator which you can try at your end.

 

Let us know if this works for you.

 

Thanks,

Rajagopal

Rajagopal || Freshworks Community

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