Configure ticket routing
MSP Manager allows ticket creation from external sources, including by email, the customer portal, and from SolarWinds N-central.
To view inbound requests, navigate to Helpdesk > Ticket Requests and select Create Ticket to convert an inbound request to a new ticket.
After configuring the necessary prerequisites for ticket routing, this feature allows for externally created ticket requests from the customer portal or via email to be automatically converted to a new ticket, and assigned to a customer and technician.
How does ticket routing work?
MSP Manager uses ticket routing rules to determine which users to assign to a ticket, as well as an algorithm to evaluate each user against the ticket routing rules.
Each ticket routing rule produces a value in the range of 0 - 5 for each user. The user with the highest score is assigned the ticket. In the case of a numerical tie, MSP Manager assigns the ticket to all of the users with the highest score.
What do you want to do?
- Automatically assign inbound tickets
- Define rules for ticket routing
- Create issue types, define user skills and group users into teams
- Learn how users are scored during ticket routing