How to automatically assign questions to customer service

[SUNMI HELP DESK]

Hello, I want to consult how to assign a problem ticket submitted by a customer to the designated customer service system automatically. I do n’t understand how the operation can be made to a customer service employee. The information in the knowledge base cannot solve the problem. Please provide the operation steps.

[Angélica Luz]

Hello Dennis,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if you want the tickets created by specific customers to be assigned to a specific agent or for it to be redirected to a specific queue. 

What would be the "designated customer service system automatically"?

Please, let us know more details about your use case so we can check the steps to share with you.

Regards,
Angélica

[SUNMI HELP DESK]

Hello, Angélica_Luz. When we set up a portal in Desk and set a consultation ticket, we want to assign it to the corresponding service personnel through different specific fields to solve the pain point that the administrator needs to assign to the service personnel.

[Angélica Luz]

Thank you for the details, Dennis.

The best option, in this case, is to use Project automation where you can add the condition based on different fields.

Go to Project settings > Project automation (Classic) or Project settings > Apps > Project automation (next-gen).

Please, give it a try and let us know how it goes.