Overview of Automatic Ticket Assignment Rules

This guide explains how to set up a rule that automatically assigns tickets to agents when they respond to those tickets.

Importance of Automatic Ticket Assignment Rules

Challenges with Manual Assignment

When responding to new tickets, if agents forget to manually perform the “Other” > “Assign to me” operation within the ticket, the ticket will be saved without being assigned to any specific agent.

Benefits of Rule Application

Creating this rule provides the following benefits:

  • Prevention of missed ticket assignments
  • Efficient management of open tickets

Rule Operation Details

Automation of Ticket Assignment

When this rule is applied, tickets are automatically assigned to the agent who responded after they handle the ticket.

Overwriting Existing Assignments

For open tickets that are already assigned to another agent, applying this rule will change the assignment to the agent who responded last.