Allocate incidents to different agents
I want to allocate incidents to different agents when they are being raised by the customers. How can I do this? I don't want admin to review every single incidents and then re-allocate to different agents.
Forum Discussion
If certain customer's incidents always go to certain agents, you can set up triggers that when the incident is created, it is assigned. We have multiple areas in our company and different technicians that support them for level 2 issues, so I created a "company" for each business unit, assigned customers to the companies and set triggers up so that certain incident types go directly to level 2 technicians vs. the main support team.
