virteom
July 2016
The way our company is built is we have account managers that take the tickets first and then move the tickets up the chain. We don’t want the ticket system just assigning anyone random. We want to select the correct software engineer based on the ticket. So randomizing tickets isn’t helping us. We need to to be more like the tickets come in un-assinged and we assign based on need.
cjrupak
July 2016
As you know, all the tickets are categorized under some Product or Department, so to assign the tickets to an individual you can create a specific Product & Department and assign those to a specific user.
Else, you need to assign all the products and departments to one or more users (probably admins) and then those users can login into the frontend of the app and assign those tickets manually to it’s respective users or agents.
admin