Auto Assigning Tickets based on Client and Service Rep

[April Siebart]

Hi everyone!

I am looking for an answer to the following question:

Is it possible to auto assign a user based on specific clients? 

We have a CSR that has moved to support our sales team, and they will be focusing on specific clients vs all client help desk emails that come in. 

I know that there are post functions when a ticket is created, but I don't see the option of assigning to a user when a specific client is chosen.

[Jack Brickey · Accepted solution]

What defines "clients" exactly? I would look at Automation to see if you could achieve this. Maybe placing clients into groups and then use if/else block to JQL if the reporter is in the group and assign else if another group then assign...

[Jack Brickey]

or just create Queues based upon "clients" and name the queues by assignee so they can simply assign to themselves.

[April Siebart]

I totally forgot about Automation!

This should solve my problem and will update once I've tried it.

So we are a technology company for the freight and logistics world, we have upwards of 200+ clients that we service and our CSR rep is transitioning to provide a better client experience at the sales level. She will be responsible for some of our larger clients / organizations and I want any support tickets they send in to be assigned directly to her.