Auto-assignment rules route incoming tickets to agents automatically, so nothing waits in an unassigned queue. Each rule uses one of two methods, round robin rotation or category based routing, targets a pool of agents, and carries a priority number that decides the order rules are checked. You manage them from the Auto-Assignment page in the sidebar Help Desk group.
Create an auto-assignment rule
- In the sidebar, open the Help Desk group and select Auto-Assignment.
- Click New Rule in the top right.
- Enter a Name for the rule.
- Choose an Assignment Method: Round Robin or Category Based.
- If you chose Category Based, pick the Category the rule applies to.
- Set a Priority number, where lower numbers are evaluated first.
- In the Agents card, search and add the agents this rule assigns to. At least one agent is required.
- Leave Enabled on, then click Create.
Round Robin
Round Robin spreads tickets evenly across the agents in the rule. ISO Mate remembers which agent received the last assignment and rotates to the next agent in the pool for each new ticket, so the workload stays balanced without manual triage. Use it as a general catch-all for a support team that shares the same queue.
Category Based
Category Based routing assigns a ticket to the rule’s agents when the ticket matches the rule’s category. Categories are General, Billing, Technical, Account, Feature Request, Bug Report, and Other. For example, you can send Billing tickets to your finance team and Technical tickets to your engineers by creating one rule per category.
Rule priority and evaluation
Rules are evaluated in ascending priority order, so the lowest number is checked first. The first rule that matches is applied and evaluation stops. When no rule matches, the ticket stays unassigned for manual triage.
A common setup pairs a Category Based rule at priority 1 for Billing with a Round Robin rule at a higher number as a catch-all. Billing tickets go to the finance team, while everything else is distributed evenly.
Enabling and disabling rules
Use the Enabled toggle to switch a rule on or off without deleting it. Disabled rules are skipped during evaluation, which is handy when you need to adjust routing temporarily during holidays or team changes. You can edit or delete a rule from the actions menu on the list.
Auto-assignment runs when a ticket is created, including tickets generated from email through a workflow. To pair routing with response targets, see Configuring SLA Policies, and to create tickets from inbound mail see Setting Up Email-to-Ticket Workflows.
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