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The Autopilot assigns tickets that are in “open” status and where the tag configuration matches that of the respective agent or team. This also applies to internal processes.

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Prerequisites

For the Autopilot to be activated, skills and/or channels (email, letter, etc.) must be stored for the user, for example, meter reading and bank details.

The activation itself takes place automatically or in the ticket overview:

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Functioning

The Autopilot automatically assigns the tickets to the agent that match his skills. Depending on the routing option, assignment is primarily based on due date and/or priority.

Navigation to the next ticket is done via the arrow to the right of the ticket ID:

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Worth Knowing

If the routing option Last-Agent-Routing is activated, the system automatically assigns the last agent upon closing a ticket. If the customer replies again, the same agent gets the ticket. If a prolonged absence is recorded for this agent, the Autopilot ignores the rule and routes the ticket to a team member or another user with the appropriate skills.