I am sure IIQ can do this but uncertain as to where to adjust these settings (rules?)
What I would like to do is have all tickets for our student support systems to go to only them and those are the only tickets they see but have the ability to change the ticket if it was incorrectly directed to them and assign the correct department.
Thanks,
Jeffrey
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Creating a set of teams I think would be your best bet here. You can create a team for each division you need and add the agents to those teams. Then in your rules engine you would need to set the ticket types they are responsible for to “assign to most available team member” and select the team. You can do that either in the On Created tab or the On Updated tab if the tickets get filtered through someone else first.
That sounds like the path I need to follow thanks
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