We operate in 11 countries and have specialists supporting multiple countries, and also specialists only supporting one country. ie:
- Sam supports France only
- Sarah supports France Italy Spain
- Sally supports UK France Italy
- Luke supports France Italy Spain
We'd like to be able to manage the tickets that these agents are served by applying a priority to each country. eg. Sally is priority 1 UK, priority 2 France, priority 3 Italy and therefore is served all UK tickets first, then France, then Italy.
The suggestion we've had for this so far is to arrange our tickets with country based SLA, which isn't an option as we need tickets to be individually prioritised within the country group.
Any suggestions for how to implement this would be welcome!