Assignment Rules

The Assignment Rules feature automatically assigns tickets to agents based on predefined conditions. This helps distribute work efficiently, reduces manual effort, and ensures tickets are routed to the most appropriate team members.

Assignment Rules support conditional routing, workload balancing, and scheduled activation, making them suitable for teams of all sizes.

Creating an Assignment Rule

1. Open the Settings menu by clicking the dropdown in the top-left corner.
2. Select Assignment Rules from the sidebar.
3. Click Create New.
4. Complete the required fields.
5. Save the rule.

Required Fields

Name

Provide a descriptive name that clearly identifies the purpose of the assignment rule.

Description

Optionally add a short description explaining what the rule does.

Assignment Condition

Define the conditions that determine when the rule should be applied.

The built-in condition builder supports both simple and complex nested conditions, allowing tickets to be routed based on multiple fields such as ticket type, priority, team, customer, or any custom field.

Users

Select one or more users who should receive tickets that match the assignment condition.

Ticket Routing Methods

Assignment Rules provide two methods for distributing tickets among selected users.

Auto-rotate

Tickets are assigned sequentially across the selected users. Each new ticket is assigned to the next user in the rotation, ensuring an even distribution of work over time.

Assign by Workload

Tickets are assigned to the user with the lowest current workload. This helps balance ticket volumes across agents and prevents individual users from becoming overloaded.

Additional Configuration

Unassignment Condition

You can define a separate condition that automatically removes an existing assignment when the specified criteria are met.

Like assignment conditions, unassignment conditions support complex nested logic through the visual condition builder.

Assignment Schedule

Choose the days on which the Assignment Rule should remain active.

This is useful when different teams work on different schedules or when assignments should only occur during business hours.

Benefits of Assignment Rules

• Automatically route tickets to the appropriate agents.
• Reduce manual assignment effort.
• Balance workloads across support teams.
• Improve response times by assigning tickets immediately.
• Support complex routing logic using ticket conditions.

Best Practices

• Use descriptive names so rules are easy to identify.
• Create specific conditions to avoid overlapping assignment rules.
• Use Assign by Workload for larger support teams.
• Use Auto-rotate when equal distribution is preferred.
• Review assignment rules periodically to ensure they match your team’s workflow.