Deskero

 

How does Deskero decide how to assign a ticket?

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The default configuration is quite basic: Deskero sorts all the incoming tickets between the existing agents, without making any difference between the source (mail, social, website feedback etc).



For example, if you have two different agents they’ll receive a ticket each and the workload will be equally shared between them.

If you need further configuration you have to set up a business rule to take care of your workflow.

automatic  ticket  assignment  business rules