Assignment of tickets to appropriate support staff

Purpose

1.1. Automate the consistent assignment of incoming leasing service support tickets to appropriate staff, streamlining allocation based on ticket details, staff specialization, workload, location, priority, and SLA requirements.
1.2. Automated workflows reduce response time, increase ticket resolution efficiency, and automate repetitive categorization/assignment, ensuring compliance and optimal resource usage in equipment/property leasing client relations and support.

Trigger Conditions

2.1. New support ticket submitted via email, web portal, chat, or phone integration.
2.2. Ticket status changes to “Unassigned” or “Open.”
2.3. SLA-lapse warnings or priority tag triggers.
2.4. Update in staff roster, role, or availability.

Platform variants

3.1. Zendesk Support
• Feature/Setting: Triggers > Create automated assignment based on ticket field (category/priorities); Configure: “Assign to group: Leasing” and “Agent routing: Skills-based.”
3.2. Freshdesk
• Feature/Setting: Automations > Ticket Assignment rules; Configure: “Assign to agent based on load, language, and department.”
3.3. Salesforce Service Cloud
• Feature/Setting: Omni-Channel Routing > Configure “Queue-based routing: Equipment Leasing Cases.”
3.4. ServiceNow
• Feature/Setting: Assignment Rules > Automated allocation using “Category = Equipment Leasing” and skills mapping.
3.5. Jira Service Management
• Feature/Setting: Automation rules > IF ticket type = Leasing, ASSIGN by least-workload field.
3.6. HubSpot Service Hub
• Feature/Setting: Workflows > Ticket assignment trigger; Configure: “Rotate leads/tickets among team.”
3.7. Microsoft Power Automate
• Feature/Setting: Flow > Monitor support mailbox; IF “Subject includes Leasing” THEN assign to staff by Teams list.
3.8. Monday.com
• Feature/Setting: Automations > “When new item created in Leasing board, assign by owner field.”
3.9. Zoho Desk
• Feature/Setting: Assignment Rules > “Department: Leasing, Criteria-based agent allocation.”
3.10. Intercom
• Feature/Setting: Inbox Rules > Automated assignment based on “topic = Lease Support.”
3.11. Asana
• Feature/Setting: Rules > IF task from Leasing intake form, ASSIGN to designated assignee group.
3.12. Slack (with support bot integration)
• Feature/Setting: Automated workflow > When “leasing-ticket” keyword detected, route to #leasing-support and DM staff.
3.13. BMC Helix ITSM
• Feature/Setting: Assignment Engine > Ticket routing on service and asset class.
3.14. Kayako
• Feature/Setting: Automation > Ticket assignment by custom field (e.g., equipment type).
3.15. SysAid
• Feature/Setting: Routing Rules > Assign by “Service and Leasing” categories.
3.16. Cherwell
• Feature/Setting: One-Step Automation > Route by property/equipment field to matching technician.
3.17. Kustomer
• Feature/Setting: Routing Rules > Automated assignment of leasing tickets to support queues.
3.18. Help Scout
• Feature/Setting: Workflow Rules > Automatedly assign based on mailbox and content tags.
3.19. Aircall (telephony)
• Feature/Setting: Call Routing > If “Leasing Property Support” IVR branch selected, auto-assign follow-up ticket to agent.
3.20. Trello
• Feature/Setting: Butler Automation > When card added to “Leasing Tickets”, assign member from the support team.

Benefits

4.1. Automates repeat ticket assignment, reducing manual work and human error.
4.2. Automated escalations based on priority and SLA compliance.
4.3. Automator ensures balanced workload and optimal staff usage in leasing teams.
4.4. Reduces service delays and increases customer satisfaction through automated routed responses.
4.5. Automating ticket handovers enables faster resolution and tracking, and automatable metrics fostering process improvement.