Dear all,
by default, low-balanced auto-assignment system assigns tickets to agents based on their arrival order.
Is it possible to modify this rule that other variables are taken into account in assigning tickets? (E.g. customers' name, customers' type, kind of request...).
Kind regards
+12Hello,
We're happy to let you know that you can route tickets to specific agents in a group based on their expertise and various other ticket parameters. While this allows you to route specific tickets to select agents, it also takes care of the load distribution among the agents in the group.
You can read more about this skill based ticket assignment here.
Cheers!
this does not solve the issue. We need to be able to add multiple contacts from multiple companies to a ticket. Check out Hubspot support or zendesk and see how they handle this problem. It is quite simple. just allow multiple contacts to associated with the ticket.
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