Auto-Assignment Rules
Auto-assignment rules automatically assign incoming tickets to agents based on configurable criteria. This eliminates manual triage and ensures tickets reach the right person quickly.
Creating a Rule
- Navigate to Help Desk > Auto-Assignment in the sidebar.
- Click Add.
- Enter a name for the rule.
- Choose the assignment method: Round Robin or Category Based.
- Select the agents who should receive tickets under this rule.
- Set a priority number (lower numbers are evaluated first).
- Click Save.
Round Robin
Round Robin distributes tickets evenly across a pool of agents. The system tracks which agent was last assigned and rotates to the next agent in the list for each new ticket. This ensures a balanced workload across the team.
Category Based
Category Based routing assigns tickets to specific agents based on the ticket category. For example, you can route all Billing tickets to your finance team and all Technical tickets to your engineering team. When a ticket matches the rule’s category, it is assigned to the first agent in the configured list.
Rule Priority and Evaluation
Rules are evaluated in priority order, with the lowest priority number checked first. The first matching rule is applied, and evaluation stops. If no rule matches, the ticket remains unassigned for manual triage.
For example, if you have a Category Based rule at priority 1 for Billing tickets and a Round Robin rule at priority 2 as a catch-all, Billing tickets will go to the finance team while all other tickets are distributed via round robin.
Enabling and Disabling Rules
Toggle individual rules on or off without deleting them. Disabled rules are skipped during evaluation. This is useful for temporarily adjusting routing during holidays or team changes.