Tools

Add a Tech to Ticket Auto-Assignment Queue in WHD

This article explains how to add a Tech to the Ticket Auto-Assignment Queue in Web Help Desk (WHD).

First published date

10/31/2018 10:44 PM

Last published date

4/8/2020 8:35 AM

Overview

This article is about adding a tech on the Ticket Auto-Assignment Queue in Web Help Desk (WHD). 

Product section

Web Help Desk

Resolution

  1. Go to Setup > Techs > Tech Groups.
  2. Select the Tech Group Name in the Group Name column that you want to modify.
  3. Click the Tech Group Levels tab.
  4. Click a Level number in the Level column.
  5. Locate Level Techs and tick the checkbox next to the Tech that you want to add to the Ticket Auto-Assign queue.
  6. Click Save.
** Please note that the automatic assignment in Web Help Desk will also consider Location Groups and Department Groups. Make sure that technicians are assigned to their respective Location and Department Groups if you have both configured in Web Help Desk.