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.

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:

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:

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.