So we want to implement Intelligent Swarming into our Support Model and I'm investigating how we can achieve this in Zendesk.
We're currently using nested drop downs for categorization and
Our categories looks like this:
- Module 1::Function 1::Specifics
- Module 1::Function 2::Specifics
- Module 2::Function 1::Specifics
When the tickets are triaged and a category defined I want the tickets assigned to predefined groups based on the first level of nesting.
That means that any ticket that has a category that includes Module 1 will be assigned to the Module 1 team and routed to their view.
My current problem is that we have many categories and there is no way to create a business rule or view where the condition can be set to define Category Contains/Includes Module 1. I thought about using tags but tags must be unique for every value and that was a dead end. This means that I potentially need to create a business rule for every single category.
Any help is greatly appreciated!
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