Auto Assignment of new tickets
Sajeesh Sahadevan
said
about 5 years ago
Yes, of course there is. Freshservice comes with an entire set of options to automate tasks like this.
Here are the steps to set this up:
- Go to the Admin console and click on Dispatch'r (under Helpdesk Productivity). Some default rules have been provided. They'll give you an idea of how this feature works.
- Click on New Rule and enter a name and description for it.
- In the Conditions section, select 'Type', 'Is', 'Incident'. If you'd like to set the rule for service requests too, add that as a second condition and select the "Match ANY" radio button.
- In the Actions section, select 'Send Email to Agent' (or group) and compose the mail.
Hope that helps! You can even create a rule to auto assign new tickets (as you mentioned in the title).
Have a good one!
Sajeesh
PS I'm attaching a PDF that explains all automation features in Freshservice. I'm sure you'll find it helpful :)
Michael.riley
Hello all,
We are testing the product freshservice, and would like it to send an email to either and individual or a distribution list when a new ticket is created. So far, it will not send any notification until you go into the ticket and assign to a group.
Is there some way to modify this so each ticket will send an email upon creation? Thanks.