Lifehack: life-saving auto-assignment and priority of tickets
We have a discreet but beneficial paid service for selected addresses. Since we only pay for it a few times a year, no one remembers when to top up. Once we forgot to do it — the reminder message got lost in the stream of service messages. As a result, a much-needed service went down. Then we created a rule in Usedesk that if a message comes from this service, it is immediately assigned to me. Now we always top up our account on time.
It also happens that we assign a higher priority to messages from a specific addressee or domain so that the operator immediately sees that these messages need to be looked at closely. We were able to fix this problem easily through a rule in Usedesk, without human intervention.