Managing requests efficiently within a team is essential for any service desk or IT team. One of the most effective ways to achieve this is through automated assignment in Hornbill Service Manager.
Why automate Request assignments
In a busy IT or service desk environment, manual request assignment can be time-consuming and prone to human error. Without automation, some team members may find themselves overwhelmed while others have lighter workloads. Automating this process ensures requests are distributed fairly, leading to better team performance, quicker response times, and a more balanced workload overall.
In the accompanying video, we provide a simple walkthrough of how to use the Most Available Analyst option. You’ll see how the system checks the number of active requests for each team member and automatically assigns new requests to the one with the lightest workload.
By using different assignment options, such as Assign Round Robin or Most Available Analyst, you can fine-tune how work is distributed based on your team’s dynamics and availability. This helps in ensuring that requests are handled in a timely manner, that no one is overloaded with work, and that customer issues are resolved more quickly.
For more in-depth guidance on customizing workflows and assignments in Hornbill, check out this resource:
