Assign assignment group to your service

After creating the services for your service set (department), assign the assignment groups to the services in the service sets to enable agents to transfer tickets to the appropriate routing group.

Before you begin

Role required: admin

About this task

Assigning assignment groups to the various departmental service sets facilitates automatic routing of universal requests to the right agents (assignment group) within a specific department (service set). Also, after triaging, agents can transfer universal requests and department tickets to the appropriate agents (assignment group) within a specific department (service set).

Procedure

1. Navigate to All > Universal Request > Administration > Service Assignment Groups.
2. Select the Assignment Group for the service set.
3. Select the Service from the look-up list.
4. Click Submit.