How can I configure the system to assign new tickets directly to the correct agent?

This feature lets you create rules for automatic Service Center ticket assignments. To get started, simply click on your profile in the upper right-hand corner of the Cockpit and select Role Management.

Role Management

The Team Admin role lets you create new roles and assign a unique name to each of those new roles. You also have the option of modifying the Service Center categories and assigning them to the roles.

Assigning roles via Master Data

The Master Data area of the Cockpit lets you assign different roles to your employees. You can assign several roles to an employee but note that only one employee can be assigned to each role and property.

As soon as a ticket with a corresponding category has been created, the employee responsible receives a notification and is assigned to the ticket. If the category of the ticket does not correspond to any of the roles, the ticket will not be assigned automatically and all responsible employees will be notified.

Please note:

• You need “Team Admin" rights to access Role Management.
• To be able to use the feature to its full extent, you also need Master Data Admin
  rights.
• A category can only be assigned to one role. It is not possible to assign a category
  to multiple roles.
• A role can only be assigned once per property.