Assigning tickets automatically
Share new tickets out across a pool of agents when nobody was assigned.
Settings → Assignment
Auto-assigns new tickets across a pool of agents instead of leaving them unassigned. Applies only at creation — and only when nothing else already supplied an assignee. Editing needs the assignment permission.
When it actually runs
It fires whenever a ticket is created without an explicit assignee — including tickets created by Automation Rules, Email Intake, and the customer portal. An explicit assignee on the create request always wins; the rule never reassigns an already-assigned ticket, and it never runs on updates, only on creation.
One rule per project — creating a second for the same project isn't allowed, edit the existing one instead.
Strategies
- Round-robin — cycles through the pool in the order shown, wrapping around. Order in the pool list is the cycle order.
- Load-balanced — assigns to whoever in the pool currently has the fewest open (non-final-status) tickets in that project. Ties break toward whoever appears first in the pool.
- On-call — assigns to whoever's current shift covers the moment the ticket is created, per the schedule you pick. No shift covering right now means the rule assigns nobody, same as having no rule at all. Manage schedules and shifts on the On-call page (sidebar, under Change).
- Skills — give each pool member skill tags. A ticket goes to the least busy member whose skills match its labels, category, sub-category or type — or where the customer sits (department, site, unit, company) or “VIP”. If nobody matches, the least busy member of the whole pool gets it.
Agent pool
Only checked agents are considered. Remove someone from the pool to pause new assignments to them without disabling the whole rule — their existing tickets are untouched either way. This pool doesn't apply to the On-call strategy, which reads live shift coverage from its schedule instead.