Auto dispatch ticket to a team

97 installs

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