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Nextgen Helpdesk Resources and resource team - Ticket Assignment

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edited Jul 14, 2023 4:05PM in Help Desk

Hi All,

1.I would like to know what is the expected behavior when a queue has only resource team ( that has 3 members ) associated to the queue.

So when a ticket is raised and gets assigned to the queue, how is it distributed to the resource team ? will any of the resource ( part of the resource team) who is online gets assigned ?

2.Also, what happens when the queue has resources and resource team associated ? How does the ticket get assigned to the resource ? is there any precedence that takes place ? resource gets first preference over resource team

3.How can I add a resource team directly to a queue ? I only see options of adding team members one by one

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