Set assignee and group based upon end user country

1 Comments

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi James,

    I'd suggest starting to set the foundation for the merge of the groups by creating new custom fields that indicate Netherlands and Belgium (and any other locations).

    I'm not sure how you're routing tickets today to the current groups, but I would update those triggers to also set the new custom location field at the ticket level. You can do this on the user level too which you could use to automate all tickets from that user to that location.

    Then update your Views to include the new location field

    Then you can change the groups anytime you're ready (and let your Agents know what's going on!)

    Let us know if you need any other assistance.

    Sincerely,

    Heather

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