2 Replies Latest reply on Jan 19, 2015 4:06 AM by simon davies

    How to auto-assign tickets based upon location as well as allow tickets to be passed to techs in other locations?

    simon davies

      We setup our Web Help Desk and have been using for a few months now, but I am sure it is set up wrong at the moment.

       

      We have IT techs in offices around the world, so I want the tickets made in by clients in each office to go to their local office tech. 

       

      But I also need to have techs to be able to assign tickets to other country techs (some smaller office techs have less access to internal resources, as well as clients that are traveling would need the ticket assigned tech of the office being visited).

       

      Can anyone recommend the best method for doing this?

       

      I tried creating location groups for each office, but then the techs are unable to assign the ticket to a different country tech.

       

      Thanks!