Ticket Allocation

 
Author
Message
SysAider
1
 
Hi,

We have a question on how does the auto ticket despatching and routing work, what takes priority ?

For example if we have a group of admins in a single group but from location 1, 2, 3 and 4.
Someone logs a ticket from location 3.
Help desk routing is setup to say tickets from location 3 goes to admin in location 3

I'm asking routing takes priority but we'd like the best of both worlds, where we want the auto despatching to work in the round robin way across all admins but with a bias to admin location.

Is that possible ?