Acorn Aid

Knowledge Base > Guides > How do I automatically assign tickets?

How do I automatically assign tickets?

Date Added: 6th Aug 14 10:31:25

Automatically assign new tickets to an admin or agent?

New tickets can be automatically assigned by each group to an individual admin or agent to increase handling times or for an admin to distribute tickets to agents.

Assigning tickets automatically

  1. Log into your admin http://www.yourdomain.com/acornaid/admin/
  2. Click on the Menu icon in the top right hand corner of the screen
  3. Go to Settings > Groups
  4. Select a Ticket Assignment for each existing group
  5. Save the ticket assignment by clicking Submit

If left as unassigned any agent can view and accept the ticket. If an agent is not skilled in the requested ticket group then they will only be able to add notes.

 


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