Why worry and take the extra manual steps to assign newly generated cases with an appropriate technician? It not only delays the process of resolution to the issue, it also is a hectic task for the manager to read and understand through the reported problem description and then accordingly seek out the appropriate technician to assign the case to.
Team Helpdesk System addresses this stumbling block in productivity and efficiency of the helpdesk team, by allowing the helpdesk managers to associate problem areas to a technician that has the skills to address the support request.
Additionally, if you have a list of callers already known to your helpdesk, Team Helpdesk System lets you associate each caller to a particular technician who can best handle support requests coming from that particular customer. Team Helpdesk System then can use this intelligent logic to determine which technical support operator is assigned to a new service request case when it is created.
Once an association is defined (either between a problem area with a technician, or between a caller with a technician), just leave all the hassles to Team Helpdesk System which will employ this logic whenever a new support case is generated from the webform or from a support request email sent directly by the caller.
Consider this scenario when a technician is associated to a caller:
When a support request email is received, Team Helpdesk System checks if the caller exists in the callers list, and if it does, it checks again if a default technician is associated to that caller. If yes, the default technician would be assigned automatically to the newly generated support case .
Consider this scenario when a technician is associated to a problem area:
When a support request email is received, Team Helpdesk System checks for the presence of any problem type keyword in the subject. If one is found, it will again check if a default technician is associated with the problem. If yes, the default technician would be assigned automatically to the newly generated support case.
Furthermore, in a web-form, an end-user composes a problem description as well as specifies a particular problem type from the list of available problems (drop-down field). When the support request is submitted, Team Helpdesk System automatically assigns the associated technician of the selected problem type to the newly generated support case.
Hence, with certain association of problems and callers prior in the Team Helpdesk lists, helpdesk managers can always get the right agent on the job. As a consequence, in both kind of automatic assignments, the notification email/SMS or reminder options in the technician’s mailbox calendar would be triggered automatically.