Is there any way to automatically assign certain Customer Request Types to a specific Service Desk Agent? There is certainly a use-case in my growing department where:
I would like Service Desk Agent 'John', who is well-versed for the "Customer Request Type" = "Amateur Dramatics Performance" to deliver a 5-minute performance in order to raise morale in the Finance team. I'd like John to be automatically assigned these tickets all the time.
That's much better for us @Matt Doar [ServiceRocket], thank you! I can understand why Issue Types have a lot more support due to their embedded architecture. For Help Desk, the ability to attach a Customer Request Type directly to a Service Desk Agent via hidden components makes much more sense and allows for more precision based on a expertise in the department.
I'd be interested to see how other people do it, though. For example, here are the Issue Types for my department:
Screen Shot 2015-12-10 at 10.32.54.png
It tends to become muddy because a 'Purchase' will be ordered goods from supplier but also an 'On Loan' item within the department. I think maybe it's due to too few issue types being made, though I always assumed that the less the better...?
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