Assign tickets based on agent availability to take a new ticket

Michael S_ Morris

Here is the situation I have. We are using JIRA to support our users. We have a team of 8. What we want to do is as tickets come in we want them to be assigned to the next available support agent. Like a call system and next available representative in line gets the next call.

I know automation can allow me to assign tickets based on issues, but I haven't been able to assign automatically based on agent availability. 

Any advice is appreciated.

Thank you.

 

Jack Brickey

Hi @Michael S_ Morris , welcome to the Community.

Question, how do you define/manage agent availability? There is nothing natively in JSM that does this. You can use Round-robin or Load balancing within automation but those don't translate to availability. You might look to the Marketplace to see if there is an addon to meet your needs.