If your customers are having different SLAs, are from different geographies or need specialized skills for resolution the task of finding the right team or support rep for resolving the ticket becomes difficult. EazeSupport allows you to define Assignment Rules which govern the logic of assigning tickets to a person or a group. The incident management process becomes streamlined by sending the ticket to the right person.

Assignment Rules

Support representatives can be grouped in different teams, these can be classified based on skills, language, time-zone or customers. Assignment rules are used to divert the ticket to the right support group.

Workflow in Group

As the ticket goes through its resolution process and also an escalation linked to the SLA matrix the work flow can be controlled. Each group has a group leader who has the visibility of all the tickets – assignment of tickets can be rule based or manual and can be configured through Setup.