Distribute Tickets among Technicians in a Group

Hello! We have a group of technicians who will be responding to a high volume of tickets daily, and these tickets will be of the same type. In our previous ticketing system, a manager would bulk assign tickets to the team members (without regard to content). Assigning tickets to individuals helps us make sure work is evenly distributed and two or more people aren't working on the same ticket. We'd like to avoid the process of manual reassignment as we begin our work in TDX. Is there anyway to evenly distribute ticket ownership among technicians in a group? (For example, if Group 1 receives 100 tickets in one day, is there a way to auto-assign 25 tickets to Person A, Person B, Person C, and Person D?)

Thank you in advance!

 

Asked by chelsea doyle on Fri 3/11/22 3:46 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 3/11/22 3:54 PM

Hello Chelsea,

This is only currently possible using our (separately paid-for) iPaaS product. Otherwise, there is no automated way to achieve this with the system's built-in functionality.

1 of 2 users found this helpful.
Thanks for the quick answer, I appreciate it! - chelsea doyle Fri 3/11/22 3:55 PM
You're very welcome! - Mark Sayers Fri 3/11/22 3:56 PM
Are there instructions on setting this process flow in Ipaas? - Michael Turner Tue 8/8/23 12:10 PM
I believe there is a round-robin flow that is able to be provided by your implementation consultant. Please reference your implementation project directly to reach out to your managing consultant for assistance with the round-robin assignment flow. - Mark Sayers Tue 8/8/23 12:25 PM