• DEMO
  • Automated Request Assignment

    To help distribute requests across the different members of a support team, Hornbill Service Manager can be set up to automatically allocate requests based on availability or through a round robin assignment.

    When basing automated assignment on availability, the current workload for each support person will be considered and the requests are assigned to those with the least number of requests.  The round robin assignment option cycles through each member of a team making sure each member is assigned a request before starting again.  All the automated assignments also check the status of the members of the team.  If anyone is away on holiday, or even just out for lunch the assignments will keep them out of the loop until they return.

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    Latest Posts

    • Locking Request Details

      2017-03-24 20:03:37
      Feature Friday

      This new feature allows the core details of the request to be locked down at a particular point within your workflow...

    • Resolving Linked Requests

      2017-03-17 21:19:54
      Feature Friday

      Whether it be incidents linked to a problem, a problem linked to a change, or a change linked to some service requests, having the ability to resolve or close these in a single action can be a huge time saver...

    • Hornbill Live Chat

      2017-03-11 06:27:15
      Blog Posts

      Hornbill's Live Chat provides a great way for customers and end users to get in touch with the Service Desk...