How are tickets assigned to staff

[easywebstore]

Quick question, love the product by the way.

How does the system decide who to assign a new ticket to (either from email or from the web form).

If I have 3 staff members in a department who gets the ticket?

Also is it possible to decide on priority so one staff always gets all / most of the tickets. We have moved over from SmarterTicket and we used to have this functionality.

Many thanks
Dave.

[Jamie Edwards]

Hi Dave,

No assignment is ever made automatically unless you configure one of or a combination of Mail Parser Rules (that work a bit like your e-mail client's message rules) which you can configure to make automatic assignments, or Escalation rules which you use in tandem with SLA schedules in order to ensure your tickets are answered in timely manners.

If a ticket goes overdue according to an SLA schedule, you can configure one or a number of these Escalation rules to automatically 'bump' and assign the ticket to someone (typically a team leader, for example).

[easywebstore]

Thanks for the reply, I think I understand but what happens then if I have 3 staff in one department and a ticket comes into the department. Who gets the ticket?

[Jamie Edwards]

No one does, the ticket comes in as unassigned until EITHER a staff member manually assigns it to someone OR a mail parser rule has been set up to assign the ticket to a person based on X,Y,Z parameters.

[easywebstore]

OK, I understand, what if the ticket comes from the web form submission. Does it stay unassigned?

[Jamie Edwards]

Yes, it does stay unassigned until someone assigns it (manually) or it stays open long enough to trigger one of your own Escalation rules, which will automatically escalate the ticket, assign it to someone, change its priority etc.