MSP Manager

Define rules for ticket routing

Use ticket routing rules to assign users to specific customers, or to a customer's location. When the customer submits an inbound ticket via email, the customer portal, or from N-central, the ticket routing rules determine to which technicians, or team of technicians that ticket is assigned.

Assign users to customers

  1. Navigate to and select a customer from the list.
  2. Select Actions > Edit Customer.
  3. Select users from the Assigned Users list.
  4. Select Save Customer.

Assign users to locations

  1. Navigate to and select a customer from the list.
  2. Select Contact Info and select to edit a location.
  3. Select users from the Assigned Users list and save the location.

Define rules for ticket routing

  1. Navigate to Settings > Tickets & Workflows > Routing Rules.
  2. Expand each inbound ticket source to specify it's rules.
    1. Select Customer or Location Assigned Users to route inbound tickets to users assigned to the location or customer.
    2. Select User Skills to route tickets based on technicians' skills with each issue type.
    3. Select User / Team, and choose the users or teams of users to whom tickets will be routed.
    4. Select Workload to assign tickets to the technician who is the least busy.
  3. Select Save Settings.

Are you integrating with SolarWinds N-central to automatically assign inbound tickets? If so, SolarWinds recommends selecting one or more User options under the When a ticket comes in via N-central section. A user must be assigned on ticket creation for the ticket status to change properly.