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

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Prerequisites

For Autopilot to be activated, skills, and/or channels (email, letter, etc.) must be stored for the user, e.g., Meter Reading and Bank Details.

The activation itself is done automatically or in the ticket overview:

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Operation

The Autopilot automatically assigns the tickets that match the operator’s skills. Depending on the routing option, assignments are prioritized by 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 operator upon closing a ticket. If the customer responds again, the same operator receives the ticket. If, however, a longer absence is registered for this operator, the Autopilot ignores the rule and routes the ticket to a team member or another user with the appropriate skills.