Auto Assign Ticket Based on Type

[jschlueter]

Is there a way to create rules on tickets. So if someone selects the type "Hardware Issue" it will automatically be assigned to agent5. But if someone selects the type "software issue" it will be automatically assigned to agent2? Thanks

[crythias]

Queues are ideal for this purpose.

[jschlueter]

I am using two different queues. One being for out Help Desk and one for our Library team. However, within the Help Desk we have many types. Some tickets should just by pass our Help Desk and go directly to our system administrators, so if there was a way to create a rule that says if someone selects type "Hardware Issue" it would bypass the Help Desk and automatically be assigned to our 2nd level. Any way to do this? Thanks for the help

[crythias]

Add a third queue, "Hardware issue" and then it works. (or subqueue)