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In HappyFox, agents can be dynamically assigned to tickets in real time, upon satisfying a condition, via Smart Rules. HappyFox allows you to set dynamic assignments based on key ticket events such as ticket creation, first response by an agent and last response by an agent.
Available on all Pricing Plans
Important Note: This Dynamic auto assignment of agents to tickets through Smart rules overrides ticket assignment- both manual and automatic, unless explicitly changed afterward.
Steps to Set Dynamic Auto-Assignment through smart rules:
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Go to Automate >> Smart Rules.
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Click Create a new smart rule.
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In Actions, choose Set Assignee Dynamically located under Manage Assignments.
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Choose one from the Dynamic assignment type listed below:
|
Dynamically assign to |
Meaning |
|
First replied agent |
Assigns ticket to the agent who replies to the ticket first, if the conditions entailed are satisfied. |
|
Last Replied agent |
Assigns ticket to the agent who replies to the ticket last, if the conditions entailed are satisfied |
|
Created agent |
Assigns ticket to the agent who created the ticket, if the conditions entailed are satisfied |
5. Define conditions when the Smart Rule should be triggered.
6. Complete the About section with necessary information.
7. Finish Creating the Smart Rule.
Dynamic Ticket Assignment on Tickets:
To know how this feature works in HappyFox Classic, refer to the document attached.
