Ticket Auto Assign
Automate Ticket Assignment. Don't Miss a Single Ticket.
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Automate Ticket Assignment - Round Robin or Load Balance Way
Choose from Round Robin or Load Balancing mechanisms to assign incoming tickets to technicians automatically.
Distribute tickets equally among available technicians in the round robin method.
Take into account existing technician workload while assigning tickets by the load balancing mechanism.
Exclude technicians from automated assignments if they are not available to handle tickets.
Enable 'exceptions' to ensure that a ticket's matching specific criteria such as category, level, priority, mode, type, and site that follow a different process workflow are not auto-assigned.
Create Business Rules. Define Your Own Workflows.
Create custom workflows to assign incoming tickets in the service desk.
Match incoming tickets with predefined criteria and route them to appropriate technicians or support groups.
Reassign tickets and provide for alternate routing by applying business rules upon ticket updates.
What Customers Say
The technician auto-assign (round robin/load balancing) feature works best for our organization, reducing assignment delays.
ICT manager, Lesedi Nuclear Services, Western Cape
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ServiceDesk Plus - Overview
ITIL Simplified by ServiceDesk Plus
Auto-Assign Tickets − Video Tutorial
ITIL Service Catalog − Video Tutorial
CMDB − Video Tutorial
Self-Service Portal − Video Tutorial
Incident Management Workflow − Video Tutorial
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Automatic ticket dispatch
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ADSelfService Plus integration
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