We have recently decided to use Round Robin assignments for created tickets. However, we have run into an issue.
Our Help Desk Call Center creates tickets On Behalf of users when they call in. In this scenario, it would make sense for the ticket to be assigned to the agent on call with the user. However, there is not an option (that I can find) within rules engines to assign a ticket based on the Agent who created the ticket on behalf of a user.
Because of this, this is the current work flow:
- Agent takes call
- Agent creates ticket on Behalf of user
- Agent Submits ticket
- Ticket is Round Robin assigned to Team member (by rule)
- Original agent has to take ownership of the ticket manually.
We’d like to remove the need for step 5. Instead, step 4 should be (based on rule) assign ticket to agent creating the ticket.
Anyway to accomplish this in the current iteration of IIQ?
