Ticket Auto Assign

^{Automate Ticket Assignment. Don't Miss a Single Ticket.}

^{Auto-assign tickets based on technician availability with technician auto-assign. Use either the round robin or load balancing method to cover every ticket.}

^{- Automate Ticket Assignment - Round Robin or Load Balance Way}

^{Choose from Round Robin or Load Balancing mechanisms to assign incoming tickets to technicians automatically.}
^{Distribute tickets equally among available technicians in the round robin method.}
^{Take into account existing technician workload while assigning tickets by the load balancing mechanism.}
^{Exclude technicians from automated assignments if they are not available to handle tickets.}
^{Enable 'exceptions' to ensure that a ticket's matching specific criteria such as category, level, priority, mode, type, and site that follow a different process workflow are not auto-assigned.}

Desk Automation

^{- Create Business Rules. Define Your Own Workflows.}

^{Create custom workflows to assign incoming tickets in the service desk.}
^{Match incoming tickets with predefined criteria and route them to appropriate technicians or support groups.}
^{Reassign tickets and provide for alternate routing by applying business rules upon ticket updates.}