Assignment Rules

Assignment Rules automatically route incoming tickets to the right agents based on conditions like category, priority, source, or keywords. This keeps routing consistent and fast.

Overview links: Documentation Home · Settings Overview

Settings Quick Map

• Settings → SLA Policies: define due dates and escalation targets.
• Settings → Ticket Tags: add labels used in assignment logic.
• Settings Overview

Where to Find Assignment Rules

• Go to Settings → Assignment Rules.
• You’ll see rules with name, priority, strategy, conditions, and status.

Why Assignment Rules Matter

• Automation: Reduce manual effort in ticket allocation.
• Speed: Assign urgent or category-specific tickets instantly.
• Precision: Ensure the right tickets go to the right agents using smart strategies.

How to Create a New Assignment Rule

Click the + Add Assignment Rule button to open the rule creation popup.

Fill the following fields:

1. Rule Name: Clear label for the rule.
2. Priority: Higher number runs first.

Conditions (Optional Filters)

Conditions help filter which tickets the rule applies to.

• Categories: Apply to selected categories.
• Priorities: Apply to selected priorities.
• Sources: Filter by origin (web, email, etc.).
• Keywords: Comma‑separated matches in title/description.

Assignment Strategy

Choose how tickets matching the conditions should be assigned:

• Specific Agent – Always assign to one user.
• Round Robin – Rotate evenly among selected agents.
• Least Busy – Assign to agent with fewest open tickets.
• Skill Based – Currently falls back to least‑busy logic.

Select a single agent for specific assignment or choose an agent pool for round‑robin/least‑busy/skill‑based strategies.

Final Step

• Toggle the Active Rule switch to activate.
• Click Create to save the rule.

How to Edit an Assignment Rule

1. From the Assignment Rules list, click the pencil icon beside the rule.
2. Modify any of the following:
   • Rule name
   • Conditions (e.g., change keywords or priorities)
   • Assignment strategy and selected agent(s)
   • Priority level
3. Click Update to save the changes.

How to Delete an Assignment Rule

• Click the trash bin icon next to the rule you want to remove.
• Confirm deletion.
• The rule will no longer be used for routing tickets.

Assignment Rules streamline routing and reduce manual triage. Start with a small set of rules, then refine priorities as volume grows.

Common Blockers & Fixes

• Rule not firing: confirm the rule is Active and has the highest priority among overlapping rules.
• No agents getting assigned: make sure the selected agent pool isn’t empty and users are active.
• Keyword filters not matching: check spelling and remove extra spaces; keywords are comma‑separated.

Next Steps

• Ticket Tags

Need Help?

For assistance with assignment rules, reach out to our Support Team or visit our FAQ section.