In OCRDESK you have a facility to assigned role and responsibility to your agent, which agents has to be auto assigned tickets and which are not. Suppose you added an agent with “Auto Assigned” true then whenever a ticket has raised by client whose service group belongs to that agent, then that ticket auto assigned to that agent automatically and agent gets an email notification for assigned ticket.

Here customer can modify agent profile and update roles accordingly. Customer can delete agent profile as well then he/she will no longer logged in into the system.