Can I auto-assign requests to Support Reps?

Can I auto-assign requests to Support Reps?

Yes, you can automatically assign requests to Support Reps based on set conditions, using our Workflow Settings. 

  1. Go to Setup>Automation>Workflows
  2. Create a New Rule and in the Actions area, create a Workflow Assignment Value to be associated to the Workflow Rule.



Illustration:

Let's assume you would like to assign all requests coming from XYZ company to the Support Rep named Shane.

  1. To achieve this, Go to Setup>Automation>Workflows
  2. Create a new rule by choosing "Request" as module
  3. In the Workflow Criteria section, mention "contact e-mail contains @xyzcompany.com"
  4. Scroll down to Actions and click the plus sign next to Update Field
  5. Under the Assignment Values section, select "Request Owner = Shane" and save the Workflow Assignment Value
In the above setup requests coming from XYZ company would be auto-assigned to the Support Rep named Shane.