Q Priority

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  Mock for the unassigned tickets queues

Inspiration

Current auto-assignments (LBRR and SBRR) happen based on incoming time of tickets. Urgent and High priority tickets coming in late suffer SLA breaches due to late assignment in a long queue!

What it does

Admin creates custom Ticket Views using the filters and sort options and configures these views in the app. This app auto-assigns the tickets of this view in the same order.

Challenges we ran into

Real-time assignments, agent availability management, assignment only for tickets with group assigned

What's next for Q Priority

Single place to view the unassigned tickets queue in multiple views, option for the agent to pick up next ticket in the queue explicitly, assignment for non-group tickets.

Built With

• javascript