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Umar
Umar
October 30, 2023
Question

Ticket assignment based on city

  • October 30, 2023
  • 1 reply
  • 23 views

Is there a way to assign tickets based on a specific field such as city? We have over 200 cities and want to assign tickets to the respective agents based on their city. Instead of creating 200+ individual triggers or rules, is there a more efficient method for dynamic assignment?

1 reply

Barry Neary
Barry NearyProduct Manager
Product Manager
October 31, 2023

Hi @umar

If you use omnichannel routing you could use skills to accomplish this.

1) Create a skill for each city

2) Use a trigger to add skill to ticket based on conditions

3) Ensure the skill based routing is turned on

Omnichannel routing will try and match the city thats on the ticket with the agent that has that city skills. I think that would still require a lot of triggers though....

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