Separate teams and assign group requisition

I have the following scenario, I have 3 teams, one of sorting, one for system support and another for telephony, I would like to separate the analysts in these teams and when opening a certain requisition the same would be transferred to the sorting and the sorting would change to the team of Destination, or depending on the request would already send the target team.

So would the analysts of each team pick up the oldest call, or would it have like after transferring the team to send the request to an analyst automatically (random)?

Thank you

1 answer

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Susan Hauth Community Champion Aug 28, 2017

Hi Rodrigo,

I think you can do either.  Service desk is pretty flexible and you can also leverage the workflows and automation to direct the issues to the right place. 

Hope that helps


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