Auto dispatch ticket to a team's image Auto dispatch ticket to a team

Description

This extension automatically dispatches tickets to a team based on configurable dispatch rules.

Features

  • Multiple dispatch rules can be defined, for different states and different Ticket sub-classes.
  • A dispatch rule applies to a given class of ticket entering a particular state.
  • The dispatch rule retrieves the team to assign the ticket to, based on an OQL query.

As a result, the selected team can be in charge of:

  • The customers
  • The service or sub-service of the ticket
  • The location of the caller
  • A different team depending on current time and applicable coverage windows
  • Or any other logic you may need, including any combination of the above criteria
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