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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.

Accepted answers

Jack Brickey

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...

All comments

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.

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