Overview of Automatic Assignment Rules After Ticket Replies

There are several implementation methods for rules that automatically assign tickets to agents. Below are specific examples.

Rule 1: Automatic Assignment for All Actions

Features

This rule automatically assigns tickets to agents who perform the following actions, not just replying to tickets:

  • Replying to tickets
  • Adding notes
  • Completing tickets with the “Resolve” button

Rule 2: Automatic Assignment for Specific Statuses

Features

This rule operates under more limited conditions:

  • Only targets tickets with “New” or “Open” status
  • Automatically assigns tickets to the agent who replied

Customization Points

You can further customize the rules by using additional conditions and actions. Settings can be flexibly configured to match your organization’s needs.