Time Based Ticket Routing

[TobiasVogel]

Hi Experts,

We would like to implement a szenario where tickets get routed based on their Creation Time. Let's say a ticket gets opened between 6:00am and 18:00pm in europe. This ticket should get routed to a European Support Team.
Now lets say a Ticket gets created before 6am in Europe, which is in the out-of-office time of the european team. In this case we would like to route the ticket to a Service Desk which is still in Operating Hours, lets say Service Team USA.

Any thoughts on how to do this? Thanks in advance.

Kind regards,

Tobias

[sandeephebbar]

Hi Tobias,

There is no direct approach to achieve your requirement since creation date field is dynamic. However, you can use "Customer Country" field to identify customer region and determine Service Team based on the Region or use the Service Level(SLA) configuration to determine the Service Level based on the working hours/region and use this determined Service level ID in the ticket routing rule for team determination.

Regards,

Sandeep