This Customer Support feature lets you assign your tickets to users based on your rules.

Selecting a user

You can select one or more users to assign, unassign and reassign customer support tickets, and each user needs to have a Customer Support licence. If you select more than one user, Upsales assigns each ticket to one of them at random.

Only users with a Customer Support licence will be shown in this option.

How to add Customer Support licence to a user

Selecting a role

Roles can contain multiple users.

You can select one or more roles. Upsales randomly picks a user with one of the selected roles. Make sure every user in those roles has a Customer Support licence.

The user assigned to the ticket will see it in their ticket list. If the rule finds no user to pick (for example, the selected role has no users), the ticket is left unassigned.