Auto assignment of ticket based on active agent

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Agent collision happens when you assigned ticket to a group which contains multiple number of agent and each agent have permission to access other agent ticket. In such situation collision happens if an agent which is working on a ticket but at the same time other agent takes the same ticket and starts working on it.

To avoid such collision we have used smart mechanism, for eg:- Suppose a client has lodge a ticket then our system route the tickets in two way:-

  • Auto Assigned

    Ticket automatically assigned to a particular agent if agent belongs to clients service group, only that agent can attend the ticket no one agent can even view such ticket.

  • Assigned by customer

    Customer can assigned tickets to a particular agent, only assigned agent can attend such tickets.