auto-assign tickets to available agents
ART-1976_KNOWLEDGE_NODE-28
scenarios\n----------------------------\n\n* Ticket routing based on customer inquiry keywords.\n* Group-specific routing based on customer account assignments.\n* Assignment routing based on severity and subtype.\n* Custom field and tag-based routing.\n* First responder ticket assignment.\n\nSystem requirements\n-------------------\n\n* Administrator privileges are required for workflow deployment and execution.\n* User status (active/away) is configurable through the profile
Routing | Computer for Support Teams | DevRev
ART-1976_KNOWLEDGE_NODE-27
created > Output > ID Owned by > Set: Pick user > Output > User |\n\nPick user node capabilities\n---------------------------\n\n* Object: Selection of ticket or conversation routing type.\n* Group: Selection of routing destination group.\n* Users: Selection of specific ticket assignment users.\n* Strategy: Selection of assignment methodology (round-robin, load balancing, random).\n* Agent availability: Assignment filters based on agent status (away or active).\n\nAdditional routing
Routing | Computer for Support Teams | DevRev
ART-12391_KNOWLEDGE_NODE-26
with *Conversation created* or *Ticket\n   created*.\n\n   This trigger is whenever a conversation or ticket gets created by your\n   customers from Portal or Plug, or any of your integration which supports\n   conversation syncing, like Slack, WhatsApp, or email. You can find the\n   integrations in our marketplace.\n2. Add the *Talk to agent* step as the next action. Fill all the required values\n   of this step. The values needed to fill here are explained below.\n3. Deploy the
Conversational workflows | Workflows | Computer by DevRev | DevRev
ART-1976_KNOWLEDGE_NODE-25
and effective resolution. Users can design workflows tailored to various scenarios; the example below illustrates a basic routing use case.\n\n| NODE | ACTIVITY |\n| --- | --- |\n| Trigger | Ticket created |\n| Action | Pick user by group |\n| Action | Update ticket |\n|  | ID: Ticket created > Output > ID |\n|  | Group > Output > ID |\n|  | Owned by > Set: Pick user > Output > User |\n\nOrgs can set up pull-based routing by updating the group instead of the user ID in the workflow illustrated
Routing | Computer for Support Teams | DevRev