It would be nice to be able to setup an Automation or a Trigger that \*automatically\* assigned new / unassigned / or tickets in a praticular group to an agent using a Round Robin algorithm. We currently use an APEX app in SalesForce that does this. I am using the Zendesk suggestion of a "First Line" group where an agent can then assign those tickets to another agent. \*But\*, our other help desk operators are greatly suspicious of any human that tragically chooses to play that "assigner" role and inevitably plot their demise. If this type of automation is possible using the exiting features, please do share. :-)
Iniciar sesión para dejar un comentario.