Ideas for automation on this please - as generic agent does appear to help us on this one.
We have approx 50 customers, and 4x 2nd line agents.
Each agent has a list of customers he takes responsibility for. Its usually approx 12 each.
The customer tickets can be "owned" by others - however the appointed agent would like an oversight of his customers open tickets.
We'd like to automatically assign the "ticket responsible" according the customer.
Yes it can be done manually - however I'm looking for an intelligent way to streamline the process. Generic Agent doesn't allow "multiple customers" to be selected. I would import individual rules for each customer, but it becomes a maintenance headache to see who's responsible for who !
I have searched around, and not found anything on this - aside from some possible generic import/export features in the future.
Many thanks for your kind wisdom
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Michael