For larger environments with multiple sites/buildings, it would be helpful if LS could auto assign helpdesk tickets to the on-premise agent based on a custom location field that the user would select when creating the ticket. This would help establish a first-level support flow that the agent could then escalate to the proper next level agent if needed. This simple feature would serve to streamline support in larger environments.
Yes, I realize tickets can be sorted by custom fields but we would like our site agents assigned and notified upon ticket creation. This means upper-level support agents only needs to focus on tickets that get re-assigned by first-level support agents.
Please comment if you see value in this request.
