This Add-on for SLA24 Service Desk allows tickets to be assigned (“routed”) automatically to agents based on pre-defined multi-step algorithms. It is useful when you have more than one of any combination of the following:
There are 5 pre-built algorithms to choose from. When a ticket is submitted by a customer the selected algorithm evaluates the ticket and assigns an agent based on the algorithm rules.
Select an algorithm by going to Tickets->Settings->Smart Assignment. A description of each algorithm is shown as it is selected.
Additionally, in the same screen, you can select which agent roles participate in your selected algorithm. This prevents Admins, for example, from being included in automatic assignment if that is not part of your workflow.
In order to get Smart Agent to work properly, a lot of pieces need to be in place. Here is a summary of what’s usually needed: