Ticket Routing

In Frappe Helpdesk, you can automate ticket routing using the Server Script feature. The Server Script DocType allows you to write server-side Python code without creating a custom app or deploying anything. Read more about server scripts from here.

1.Route tickets based on the type of ticket

agent_group is the name of the field that translates to "Team".

if (doc.ticket_type == "Bug"):
    doc.agent_group = "Frappe Cloud"

elif (doc.ticket_type == "Customization"):
    doc.agent_group = "Billing"

else:
    doc.agent_group = "Product Experts"

2.Route tickets based on the type of email_account

if (doc.email_account == "Accounting"):
    doc.agent_group = "L1 Accounting"

elif (doc.email_account == "Warehouse"):
    doc.agent_group = "L2 Warehouse"

else:
    doc.agent_group = "L1"

3.Route tickets based on custom fields

To add custom fields follow this. After adding custom fields you can write your script like this to route the tickets based on custom fields

if (doc.custom_category == "Frappe Cloud"):
    doc.agent_group = "Frappe Cloud"

elif (doc.custom_category == "Accounting"):
    doc.agent_group = "Billing"

else:
    doc.agent_group = "Product Experts"