Ticket routing is the backbone of the bigWebApps HelpDesk. HelpDesk helps you to determine where a ticket needs to be assigned by setting up a series of routing criteria base on your business rules. Tickets are then automatically sent to the technician that is best equipped to deal with the issue.

This setting determines the order in which the HelpDesk system needs to initially assign your support requests. Tickets can first be assigned by either class, location, levels, or accounts.

Within each class, HelpDesk allows for tickets to be assigned to either a single technician or to a group of technicians. Tickets can then further be distributed based on the technicians work load or distributed evenly among a pool of technicians.

HelpDesk allows tickets to be managed through a workflow of escalation and deescalation between your technicians and technician queues. Assigning level status to your technicians places them in a support heirarchy for ticket management.

Routing can be determined by the account or customer to which you are providing support. You can assign a default account rep to receive requests or you can have tickets routed to a pool of technicians to support a single account.