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Understanding rule engine

Rule engine:

By using rule engine mode we can automate how the ticket gets assign to the users based on the ticket they are working with.

To enable rule engine in the dashboard

click on Admin > rule engine

To activate the auto mode select enable box

  1. Wait for technician to get free : If the user is working with one ticket and this mode  is in active it won't assign the next ticket until he completes the previous ticket.

  2. Continue assigning ticket :  If this mode is in active even if one technician assigned with multiple ticket and it will keep assign the ticket to him.

  3. Assign tickets to agents with lowest ticket :  It will assign the ticket to the technician who is working with lowest ticket.