Does anyone know if it’s possible to have a rule set so that if a ticket is created from 7am-1pm, assign to agent and then a different agent from 1pm-6pm? We have agents that support locations at various times of day and would be great to be able to set up something like this!
Question
Create a Rule to Assign Ticket Based on Time
+11I believe you could use a Round Robin assignment rule in conjunction with Techs marking themselves out of office in IIQ when not taking new tickets.
However, what’s you plan for tickets created after 6PM?
Thanks for the reply! I looked into that and unfortunately it’s more of a time of day rule I’m looking to set up rather than full day thing. We have one tech covering a building from 7am-1pm and then another tech covering from 1pm-6pm. I was hoping to set up some kind of automation to assign to Agent A from 7am-1pm and the Agent B from 1pm-6pm.
After 6pm would then go to Agent A in this case. I think as of now round robin will be my best bet. Thanks again for the input!
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