We are using Service desk plus pro edition in our firm, we have support groups in place and all the categories are mapped to these support groups, so when a ticket is created by selecting any category it is automatically routed to the respective support group which has a bunch of technicians associated to it.
My question is that once the ticket is being placed in the group is there a way to auto assign it to the technicians belonging to the respective group. i know it can be done if all the tickets are in a common workspace but is it possible to do it when it has been segregated in groups?
thanks and regards.