By default, Simplesat determines a rating's team member by looking for the following ConnectWise fields, in order of priority:

  1. Ticket Owner
  2. Closed by
  3. Opened by

If a member is included in the Ticket Owner  field, they will be associated with the rating. If it's missing, Simplesat will choose Closed by, and so on.

👷 "Most time entered" secret option

We also have a way to set priority for the resource who entered the most time.

This feature isn't accessible through the front-end yet, so if you'd like to try it out please contact the Simplesat support team.

When enabled, the assignment logic will look like this:

  1. Resource with most time entered
  2. Ticket Owner
  3. Closed by
  4. Opened by
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