The Account Manager feature in NeetoDesk lets you assign a dedicated team member to each customer. When a customer has an account manager, new tickets from that customer can be automatically assigned to their account manager.
To assign or change an account manager for an existing customer:
Click on Customers.
Click on the customer you want to update.
In the right sidebar, find the Account Manager section.
Select a team member from the dropdown. You can also clear the selection to remove the current account manager.
The change is saved automatically.
Automation rule that is enabled
When an account manager is set up, a default automation rule is enabled:
"[Auto Assign] - Assign to account manager on ticket creation"
This rule runs every time a new ticket is created. If the customer who raised the ticket has an account manager assigned, the ticket is automatically assigned to that account manager. This way, the customer always gets routed to the person who knows their account best — no manual assignment needed.
The account manager must be available (active and online) for the auto-assignment to take effect. If the account manager is unavailable, the ticket remains unassigned.