If you run your support team in two shifts it might be necessary to auto assign tickets to different sets of agents depending on the time that the ticket came into your help desk.

Let's use the ABC company as an example.  ABC's regular help desk business hours are 9am - 5pm and is staffed by six people. All other inquiries from 5pm-9am are handled by the after hours group of two people.

The ABC company wants to set up automation to route tickets based on the time it was sent in.

Here are the steps they'd follow:

1. Setup all agents in Cayzu from BOTH groups (Regular and after hours shift)

2. Organize the two sets of agents (Regular and after hours shift) in 2 groups.

3. Set your business hours (in this case 9am - 5pm for the regular group.

4. Now you will need to set up an assignment rule with the following criteria: 

5. Once filled out, Click Save publish the assignment rule.

The above rule will automatically assign ANY ticket that is created from 5pm until 9am to the After Hours Group.

Want more information on Cayzu Help Desk, visit: https://www.cayzu.com