Assignment by Request Type

With the Assignment By Request Type feature, you can create an assignment rule based on the communication channel and ticket type.

After logging into the Desk360 panel, you can access the related page by following: Settings > Type-Based Assignment > + Add Assign

When creating an assignment rule by ticket type, you must make the following selections:

  • Product

  • Communication channel

  • Agent or team

With the assignment rule by ticket, you can redirect your tickets to a specific team or person depending on the topics.

If a product assigned by a ticket also has a language-based assignment, the language-based assignment will have a high priority.