Can I automatically assign Support Reps to Requests?

Can I automatically assign Support Reps to Requests?

Yes, you can assign Support Reps automatically with a condition, by using our Workflow Settings.

Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule.

Refer Workflow Settings to create Workflow and Workflow assignment values.

Example:

Let's assume you would like to assign ABC Support Reps for all requests coming from XYZ company.

To achieve this, Goto Setup > Workflow Settings > Workflow Rule > Create new rule > Select Request module > In the criteria, mention "contact e-mail contains @xyzcompany.com" and save the Workflow Rule.

Scroll down the workflow rule and locate Create Workflow Assignment Value > Add Assignment Value Name> Select Request as module name and under assignment values, select "Request Owner = ABC Support Agent" and save the Workflow Assignment Value.

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