Office Profile Ticket Auto Assignment tab

Use the Ticket Auto Assignment tab in the Office Profile Detail view to assign users to a ticket area. When a ticket is created the ticket is automatically assigned to the user associated with the area of the ticket.

Note: The system administrator and users with the appropriate role can access these features.

To open the Service/Support tab:

  1. Click Administration on the Navigation Bar.
  2. Click Office Profiles. The Office Profiles List view is displayed.
    Note: If necessary, use the Lookup option to locate an office profile.
  3. Click Company Name. The Office Profile Details view is displayed.
  4. Click the Ticket Auto Assignment tab. In the Ticket Assignment Options area, select one of the following to designate how tickets are assigned:
    • Unassigned: Tickets are left unassigned until a user views the call and assigns it.
    • Logged-In User: Tickets are assigned to the user that saves the ticket.
    • Auto-Assignment: Tickets are assigned to the user or team associated with an Area.
  5. Assign owners to areas. If an Area has no associated user or team, the ticket remains unassigned.
    Note: You can define area owners, the auto-assignment is enabled only if the Auto-Assignment option is selected.
    • Click Add Ticket Area Owner to add a ticket area owner.
    • Click Edit link next to the area/owner pair to edit a ticket area owner.
  6. Click Save.