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Assignment Rules
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Assignment Rules
Assignment rules decide who gets a ticket as soon as it comes in. You set the conditions once, and Helpdesk assigns every matching ticket to someone on your team.
This way, tickets don’t sit around waiting for someone to pick them up, and the work is shared evenly across the team.
1.
Assign tickets based on conditions
2.
Choose how tickets are shared
3.
Use more than one rule
4.
A rule for every team
5.
Assign tickets to agents who are available
Assign tickets based on conditions
Each rule has a condition that decides which tickets it handles. For example, open tickets for the Technical Support team, or tickets marked Urgent.
You can also add an unassignment condition. If a ticket moves to another team, it’s taken off the current agent, so the other team’s rule can assign it.
Choose how tickets are shared
Pick the agents a rule assigns tickets to, and how they’re shared. Auto-rotate gives tickets to each agent in turn. Assign by workload gives the next ticket to whoever has the fewest open tickets.
You can also choose the days a rule is active, for example only on weekdays.
Use more than one rule
You can have as many rules as you need, like one for urgent tickets and one for each team. Each rule has a priority, and when more than one rule matches a ticket, the one with the higher priority assigns it.
So an urgent ticket for Technical Support goes to the people in the Urgent tickets rule, and every other Technical Support ticket follows the team’s rotation.
A rule for every team
When you create a team and add agents to it, Helpdesk creates an assignment rule for that team on its own. Open tickets for the team are shared among its members.
When you add or remove someone from the team, the rule is updated too. You can open the rule and change it whenever you need.
Assign tickets to agents who are available
Agents can set their availability to Active, Away or Unavailable. Assignment rules give new tickets to Active agents first.
If nobody is Active, tickets go to agents who are Away. If everyone is unavailable, the ticket is still assigned, so it never sits without an owner.
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