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Frappe Helpdesk

Assignment Rules

Helpdesk

Assignment Rules 

Automate ticket assignment with flexible rules and manage smooth escalations.

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Assign Based on Rules

Flexible Assignment Options

Handle Escalations Smoothly

FeaTURES overview

Assignment Rules 

Manual ticket assignment is time-consuming and prone to errors, causing delays and missed issues. A helpdesk automates routing, sending tickets to the right person instantly so your team can act without delays.

Assign Based on Rules

Flexible Assignment Options

Handle Escalations Smoothly

Assign Based on Rules

Route tickets automatically based on category, priority, keywords, or custom fields.
Prevent tickets from going to the wrong team or person.

Reduce back-and-forth communication and unnecessary delays.

Ensure customers receive faster and accurate responses.

Add chapters and lessons

Flexible Assignment Options

Automatically balance workload across agents using round-robin or load-based assignment.

Assign tickets according to each team’s configuration and capacity.

Prevent some agents from being overloaded while others remain idle.

Improve response times and keep team engagement consistent.

Upload SCORM Packages

Handle Escalations Smoothly

Escalate tickets that remain unresolved or are marked high priority.

Reassign tickets to more experienced agents or higher-level support groups (L1 → L2 → L3).

Route tickets to different teams if needed to resolve issues faster.

Ensure the right people address issues promptly before they escalate into bigger problems.

Engage with Students Through Discussions

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