Our support team rotates who handles incoming Conversations and Tickets. In the Conversation inbox, we can automate assignment round robin style to allow multiple agents to work a given inbox while ensuring no Conversations slip through the cracks. We would like a consistent way of working to carry across to Tickets.
We have multiple pipelines, with Tickets created from form submissions via various workflows. Currently, we can only set the workflow to assign a Ticket to no one, the Contact owner or a specific user. We need to spread the workload around by allowing a round robin type of Ticket assignment amongst multiple users (agents).
Enable automatic Ticket assignment rotation from within Workflows, similar to how lead rotation concept works. Ideally, we would be able to assign a weight to each agent in cases where there are primary agents for a certain pipeline and then support people who could help out when the pipeline is very full of Tickets in busy seasons.
Note: I can do this now with the Rotate Contact Owner step and then assign to Contact Owner in the Create Ticket step in the flow, but in many cases we don't want to change the primary owner of the Contact record, only the Ticket assignment.
Reference for Lead Rotation:
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