Auto-Triage in OneDesk
Save time and streamline your workflow by auto-triaging within OneDesk.
What is auto-triaging?
Automated triaging refers to directing a ticket or task to the right person or team without any manual intervention. In OneDesk triaging can be done through highly flexible automation rules.
Automatically delegate work
OneDesk lets you create auto-routing rules for tickets, tasks, and projects. Save time by automating the process of triaging your incoming tickets to help desk agents. Automations are powerful and configurable. Delegate incoming tickets to agents based on the customer, the ticket type, specific keywords, and more.
Flexibly triage tickets and tasks
You can triage more than just incoming tickets or tasks. Optimize your workflow by triaging or re-assigning tickets or tasks during their lifecycle. Here are a few examples:
- Auto-assign a ticket to a manager if it’s priority changes to 5 stars.
- Automatically assign a task to a different team when it enters an approved status.
- Re-assign a task if it is pushed to a different project.
Learning resources
Auto-triage incoming tickets to the appropriate team or agent based on the customer organization.
Assess where and when to assign work and effectively balance resources.
Automatically route tickets or tasks to projects, teams, and more.