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Troubleshooting Auto-assignment Issues for Agents in BoldDesk
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If agents are not being assigned to handle tickets in BoldDesk automatically after configuring auto-assignment, verify the following:
Enabling auto-assignment for the agent (s) in the group
Ensure that auto-assignment is activated for the specific agents within the added agent group.
Setting agent’s availability to online
Check to confirm that the agent availability is set to online. For the assignment, only the available and active agents from the given group will be chosen.
- If you are working with multiple shifts, you can set up agent shifts so that agents automatically go online at the start of their shifts and offline at the end. This enables you to allocate agents based on their availability and shift timings.
- When tickets are created during a period when no agent is on shift (with their availability automatically turned off), these tickets will be assigned to the support group instead of an individual agent.
Selecting the appropriate group for auto-assignment
Ensure you have selected the correct group that the intended agent belongs to before adding the agent for auto-assignment.
Note: If the conditions are set using a custom field, ensure that the custom field is included in the ticket form.
