Ticketing routing rules

[Former Member]

Hi all,

I have tried to set up a routing rule for agents to be assigned accordingly to the service category and the team.

For example, Company A has 2 service categories: products and machines

Company B has the same has the same two service categories.

This means 4 agents are in charge of the tickets between the 2 companies. 1 agent per service category. Is it possible to route the agent with the service category and the team.

For example, when filling the Company A with products, the appropriate agent is automatically filled in?

I'd appreciate if anyone could help me on this. I've tried various set up, but none seems to work.

Thanks!

[ViswajithM · Accepted solution]

Hi Renaud

I am not sure if I fully understand the setup you have in your system. Do you have two companies set up in the same C4C tenant?

However, have your tried setting the rules Within Administrator -> Serivce & Social Settings -> Ticket Routing Rules

Here we provide the flexibility to choose most of the parameters of the Ticket and those can be used to identify the teams.

Best Regards

Viswa