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How Rocketship decides tickets assignment

In Rocketship, the Escalation Engine handles both dispatching (new tickets) and escalations (existing tickets). It’s important to understand how the Escalation Engine decides who should be assigned a ticket.

Rocketship is an activity-based solution, meaning we focus on the amount of work being actively performed vs “potential” work. In Autotask, you can translate that to:

  • Activities. Service Calls, Outlook Calendar, Holidays, PTO.
  • Potential Work. Assigned tickets and tasks.

Example Dispatch Scenario

Rocketship focuses strictly on Activities. To highlight this, let’s give an example. Bob and Sue are both Tier 1 for the default Escalation Rule. A new ticket comes in. Who gets it?

  • Bob has 5 tickets, with 3 of them scheduled with activities for a total of 3 hours.
  • Sue has 10 tickets, with 1 of them scheduled with activities for a total of 1 hours.

If both Bob and Sue are in the same escalation tier and a new ticket comes in, Rocketship will assign the new ticket to Sue. That’s because Bob, while he in fact has more tickets, has less actual work to do currently (e.g., perhaps several of her tickets are Waiting Customer).

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