Auto-Assignment Rules
Automatically route tickets to the right agents or teams based on content, customer, or workload. Reduce manual triage and speed up response times.
Assignment Strategies
Round Robin
Distributes tickets evenly among agents in rotation order.
Best for:
Equal workload distribution
Load Balanced
Assigns to the agent with the fewest open tickets.
Best for:
Balancing during high volume
Skill-Based
Routes based on ticket content, tags, or customer attributes.
Best for:
Specialized support topics
Sticky Assignment
Assigns to the last agent who helped this customer.
Best for:
Relationship continuity
Creating Assignment Rules
- 1
Navigate to Settings → Automations
- 2
Create new automation with "Ticket Created" trigger
- 3
Add conditions to match specific tickets
- 4
Select "Assign to" action and choose target
Example Rules
# Route by department keyword
IF subject contains "billing" OR "invoice" OR "payment"
THEN assign to Billing Team (round-robin)
# VIP customer routing
IF customer has tag "enterprise"
THEN assign to Premium Support (load-balanced)
# Language-based routing
IF detected language is Spanish
THEN assign to Spanish Support Team
# Urgent priority escalation
IF priority is Urgent AND channel is Phone
THEN assign to @senior-agent directly
Agent Availability
Auto-assignment respects agent availability settings:
Available
Receives tickets
Busy
Skipped in rotation
Offline
No assignments
⚡ Fallback Behavior
If no agents are available, tickets go to the Unassigned queue. Configure a fallback team in Settings → Assignment → Fallback Rules.