US Patent 8135612 Automated help ticket assignment system

Embodiments of the present invention relate to systems and methods for automating the assignment of digital help-desk requests. An embodiment of the invention includes a request analyzer module which analyzes the content of the digital help-desk request, a task load monitor module which analyzes the help-desk resource availability and suitability, and a help-ticket assignment module with generates a help ticket based on the digital help-desk request and assigns the help ticket to a resource based upon the analysis of the request and the analysis of resource availability and suitability. The system may also estimate a time to respond to the request based upon an analysis of the assigned resources capabilities and status.