Issue with rules

  • 16 April 2024
  • 2 replies

Hello all.


I am having an issue with the rule section.


I've implemented a rule to automatically direct tickets related to a particular model category and specific location to the assigned agent. Unfortunately, it seems like it not doing that. Instead of routing these tickets to the designated agent, they're being sent to another agent assigned to the same location. There's an additional rule in place where tickets originating from the same specific location are directed to an agent. Not sure if this is causing the confusion.

2 replies

Userlevel 7
Badge +12

@AVillar 593279b teaneck Thank you for submitting your question to our community! 😄

Rules run in the order they are from top to bottom. If you have a rule above to assign to a specific agent, it will follow the first rule. I would suggest repositioning your rules! 

I hope this helps 😄

Hi Kathryn, thank you for the response. I will try that.