We as a company are working to a model a part of which is designed that our IT Service Desk are the first line contacts for all IT related queries. They then triage the calls and provide first fixes where possible to give the customer a great experience and also leave our 2nd and 3rd teams to deal with the more complex issues
In order for this to work smoothly we would like the ability to being to have a default assignee for all new ticket requests, irrespective of what category is chosen.
The calls would then be directed to our First line team to deal with
I hope this makes sense
|What problem will this feature solve?:|