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Routing to teams based on teams selected in work intake form


Level 1

Hi Team, Looking for help.

My client wants to submit a single request for multiple workstreams/teams (6 in total), they can choose 1 or multiple workstreams, but only route the request to the specific teams that were chosen in the request. How can we route this request only to the selected teams without spamming or using a triage team?

Any existing solutions for this? Suggestions?




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1 Reply


Level 7

Your lowest-tech option would be to enable the 'Assigned To' or 'Team' option in the queue details page. If you enable 'Assigned To' then the submitter can add people or teams to receive their requests. If you enable the 'Team' option instead, that will only allow the user to input valid teams without allowing routing to a particular individual. That option does assume that you can reasonably expect the person making the request to know who/which teams should be helping field their requests.


If that's not a viable option, then having Fusion intercept the request and parse out who should be assigned is the next option. There's no native functionality for determining routing based on custom form selections unfortunately.