Auto Assigning Tickets

[StephenK]

Just a query in regards to auto assigning tickets. The ability to auto assign tickets logged from the web console is not available in the current Helpdesk version but is looking to be implemented in future versions. It does auto assign to agents when tickets are submitted via email or API.

Has anyone figured out a workaround in regards this?

There are 600+ employees in my organisation and having to manually assign tickets is not feasible.

Thanks

[Karel_DS]

The only auto assignment which currently works when adding a ticket on the website are:

• Assign to creator.
• Assign to editor.
• Assign to default agent. If you enable this then all tickets will be assigned to the agent which is set as the default agent of the ticket type selected. You can set the default agent in the ticket types table on the Configuration -> Ticket Content page. The auto assign options can be found on the Configuration -> General Settings page

Ticket dispatching - as well as the load balancing and round robin options for auto assignments - will indeed be expanded to website tickets in a future major update.