Advanced Work Assignment

[RM10]

Hello Experts,

We have some requirements to auto assign a Ticket to a Group member based on email containing some words. We do have about ~ 40 mapping records for this. 

Can Advanced Work Assignment functionality come in handy for this requirement or not? 

Please advise. 

Thanks,

RM

[Dr Atul G- LNG]

Hi @RM10 

Here are the two scenarios:

1. Are you suggesting that a specific word record should be assigned to a specific member, or can any word record be assigned to a member based on availability?

   • If the second case is true, then AWA (Automated Work Assignment) would be the best option. You can define skills, queues, and channels and use them accordingly.
   • If the first case is true, then I would recommend using the Assignment Lookup Rule.