Do you have multiple support agents in multiple departments or that each specialize in supporting a subset of your products? If so, then this extension is tailor-made for you! It allows you to select from 6 different algorithms to intelligently route incoming tickets to the proper support department or personnel. The default assignment algorithm for new tickets is simple – tickets are assigned to the agent with the least number of open tickets. With this add-on, there are five new algorithms that use a combination of Departments, Products and Agent Availability to control which agent is assigned a ticket.