Auto-assign IT support tickets based on user seat location
Priya, the IT Operations Manager at NexaCorp Solutions, oversees a bustling office complex with multiple IT pit stops strategically placed across the workspace. Each pit stop is responsible for handling support tickets within its nearby zones to ensure faster, localised assistance.
The challenge?
When users submit support tickets through the internal helpdesk system, those tickets need to be automatically routed to the nearest IT pit stop based on the user's seat location — without making users manually select which pit stop to contact.
Priya’s Goal:
Automatically assign incoming IT support tickets to the nearest IT pit stop based on the user's office seat location.
How did Priya do this?
Step 1: Design the IT support form
Priya creates an internal IT request form using Zoho Forms. She adds fields for:
- Name
- Department
- Contact Details
- Floor (e.g., 1st Floor, 2nd Floor, 3rd Floor)
- Zone (e.g., Zone A, Zone B, Zone C)
- Seat Number
This ensures every submission captures the requester’s seat location accurately.
Step 2: Map pit stops to zones
Priya first maps out each IT pit stop’s coverage area by identifying which team member handles which zone and floor.
- Amanda: 1st Floor – Zone A, 2nd Floor - Zone A
- Paul: 1st Floor – Zone B & C, 3rd Floor – Zone B
- Richard: 2nd Floor – Zone B & C
- Frederick: 3rd Floor – Zone A & C
Once she has clarity on the responsibilities, she configures the Form Rules in Zoho Forms to automatically assign tasks based on this information.
Step 3: Configure form rules to auto-assign tasks
Under Form Rules, Priya sets up conditional logic to route requests. For example:
Condition
If Floor = "2nd Floor" AND Zone = "Zone C "
Action
→ Assign task to Richard
She creates similar rules for all valid floor-zone combinations to ensure accurate routing.
Step 4: Test the form logic
Priya submits test entries to confirm correct routing:
1st Floor – Zone B → ✅ Assigned to Paul
3rd Floor – Zone A → ✅ Assigned to Frederick
Step 5: Monitor and optimize
Priya keeps an eye on ticket handling times and adjusts zone coverage if certain pit stops get overloaded. She also updates user seat locations periodically as teams move around.
Now, every IT support ticket submitted in the NexaCorp office is automatically assigned to the appropriate pit stop based on seat location — ensuring faster, localized support, without manual intervention.
No confusion, no delays. Just smart, location-based ticket routing.
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