How to automatically assign problems 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.

[Jack Brickey]

Hi Dennis, welcome to the Community. First, you don’t assign individual issues to teams only to a single user. In JSD you will have Agents that work the issues in a given project. Typically for my SD projects, issue are created as Unassigned and all issue go into a Triage queue which all agents monitor and assume ownership of issue as they pop up. However, sometimes you wish to assign issueS to specific users based upon some criteria (field values, etc). A common scenario is to use Components for which you can assign a Component lead. Similarly you can use a custom field to direct issue to certain agents but custom fields do not have the concept of a “lead” so you would need to use the automation for this or construct the queue to rout the, into the individual’s bucket.

[SUNMI HELP DESK]

Thank you for your answer, how to operate the custom field and the function of automating or constructing the queue, please reply, thank you.

[Jack Brickey]

I would recommend you read the intro documentation on JSD to get comfortable with the app. You can find documentation here - https://support.atlassian.com/jira-service-desk-cloud/resources/ 

with that said....

creating a custom field 

Once you have a custom field it would need to be added to the Request types on the portal for the customer to update. Maybe the custom field would be a drop down type? 

Next you could create new queues for each user based upon the values in the custom field.
If you wanted to use automation you could set it up to trigger on created issues and based upon the value update the Assignee field. More on Automation.