Next Ticket Bot - Missing Account Classification
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C
Chris Polson
Hi Team, we are in the process of building out the rules for ticket assignment for the NextTicket Bot and we can't find an option to create rules based on account classification in Autotask? Account classification is how we classify accounts based on service levels and contract type. Certain accounts receive higher levels of service and have different SLA's, so this is critical for ensuring that tickets are assigned in the correct order. Can this option please be added?
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Chris Polson
THANK YOU! WE have access to the classification field now and can proceed with testing!
Micus
Hi Chris Polson
We’ve evaluated this item, and the effort required is minimal. Given that the field is critical for ticket prioritization, we’re adding it to the current sprint, which ETA is in the week of August 11th.
In the meantime, a template rule for this is already available—feel free to use it right away.
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Micus
product review