Hi ​@TNan 353bfc0 ycoe! Thank you for reaching out regarding the issue with your ticket. I’d be happy to investigate this for you. Please send any screenshots you have as well as the ticket # to my email at aholley@incidentiq.com

Looking forward to your response!

Best,

Ashley

Hey ​@TNan 353bfc0 ycoe looking at the ticket you provided, it looks like the agent assignment was automated based on a ticket creation rule your District has for assigning tickets.

The reason why you got the email looks to be due to the speed at which you created and completed this ticket. By default, emails that we send out from tickets are delayed so the ticket update that you saw was likely not a live email update, but an email from the initial assigning process.

Hopefully, this clears up the confusion and let us know if you have any additional questions or concerns!

What ​@JustinRaynor_iiQ said! 

So, for me to understand clearly,

1. I create a Ticket;
2. The Department set up things in such a way that the tickets I create get assign to one of my coworkers first ??  (why only one coworker in particular, because there are other people here that the ticket I created could also have been assign to...)
3. Looks like the email notification I got from the ticketing system is also related to the issue # 2, right ?

Hey ​@TNan 353bfc0 ycoe that is correct, the rule is set up to go to your most available team member at ticket creation, and that is correct, the email was generated from ticket creation which is on a delay, but depending on when the email is actually generated, could contain updated ticket data.

If you do see any discrepancies in how the tickets are being routed, I would reach out to your local District admin to verify that tickets are being routed accurately to your team members and they’ll be able to review.