You may wish to change the way that resources are assigned to your reactions, depending on the closed ticket process your organisation follows.
Users with administator access are able to define how resources are assigned to a reaction in SmileBack.
In order to change the ticket resource formula, follow these steps:
- Go to the ConnectWise integration in SmileBack
- Scroll down to the Ticket Resource Formula section
- Choose the configuration that best suits your organisation's closed ticket process
- Click on Set Formula to save this setting.
Changing the ticket resource formula will not act retroactively on reactions but will reflect all new reactions that come in.