Skill Based Assignments

We started to use Skılls Based Assignment.

After implementation started , We observed a small problem. If Customer re opens the ticket after a ticket is closed, Ticket goes to another technician as a result of Skill based assignment. ( This is the nature of it, beacuse round robin checks best available technician )

Unfortunately this makes trouble in our business proccess.

Is there any possibility to solve this issue ?

Thanks for your understanding.

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