Auto Assign allows tickets to be automatically assigned to a specific technician based on the campus and/or request type.
- Select Auto Assign
- Select by Request Type or Campus
- Select Request Type Item or Campus and select technicians who will be auto assigned to the category
IMPORTANT: Combining Request Types and Campuses in auto-assignment weighs request types heavier than campuses. Any technician assigned a request type will always receive the ticket over a campus-based technician.
LOAD BALANCING: If you have multiple technicians assigned to a single campus or request type, the system will assign the ticket to the technician with the least number of tickets assigned to them. If both technicians have the same number of tickets assigned, the system will randomly select who gets the ticket.