Automatically assigning tickets to the appropriate group helps organize incoming requests and ensures that the correct team can review them. In BoldDesk, you can route tickets to a group without assigning them to a particular agent.
This can be configured using any of the following approaches:

• Auto-Assignment Rule (Recommended)
• Create Ticket Trigger (Alternative)
• Update Ticket Trigger (Alternative)

Prerequisites

Before configuring the assignment:

• Create the required agent group and add the relevant agents to it.
• Ensure that you have permission to manage ticket automation.
• Identify the conditions that should determine when a ticket is assigned to the group, such as its source, category, priority, brand, or requester information.

Agent groups can be used in ticket automations, auto-assignment rules, permission restrictions, and ticket filters.

Method 1. Using an Auto-Assignment Rule (Recommended)

Auto-Assignment Rules are primarily designed to distribute tickets among agents within a group using:

• Even Distribution
• Load-Based Assignment
• Skill Based

If no agents are eligible for auto-assignment within the selected group, the ticket can remain assigned to the group without being assigned to an individual agent.

Configure the Auto-Assignment Rule

1. Navigate to Admin > Ticket Automation > Auto-Assignment.

2. Click Add Rule.

3. Enter a Rule Name and Description.

4. Configure the conditions.

5. Under Associate Agent, choose either:

   • Even Distribution
   • Load-Based
   • Skill Based

6. Select the target group.

7. Configure watchers if required.

8. Click Add to save and activate the rule.
   

   
   
   

Prevent Assignment to Individual Agents

To ensure tickets remain assigned only to the group:

1. Navigate to Admin > Groups.

2. Open the selected group.

3. Review the agents in the group.

4. Disable Auto Assignment for every agent who should not receive tickets automatically.
   

   
   
   

Result
With no eligible agents available for auto-assignment, tickets remain assigned to the group.

Method 2. Using a Create Ticket Trigger

Use a Create Ticket Trigger when tickets should be assigned to a group immediately after they are created.

Configure the Create Ticket Trigger

1. Navigate to Admin > Ticket Automation > Create Ticket Triggers.

2. Click Add Rule.

3. Enter a Rule Name and Description.

4. Configure the conditions that determine when the ticket should be routed.

5. Click Next.

6. Under Actions, select Set Assignee.

7. Select the required Group.

8. Leave the Agent field blank.

9. Click Add to save and activate the rule.
   

   
   
   

Result
When the trigger conditions are met, the ticket is assigned to the selected group without being assigned to an individual agent.

Method 3. Using an Update Ticket Trigger

Use an Update Ticket Trigger when a ticket should be routed to a group after a specific ticket update occurs.

Configure the Update Ticket Trigger

1. Navigate to Admin > Ticket Automation > Update Ticket Triggers.

2. Click Add Rule.

3. Enter a Rule Name and Description.

4. Configure the conditions that should trigger the reassignment.

5. Click Next.

6. Under Actions, select Set Assignee.

7. Select the required Group.

8. Leave the Agent field blank.

9. Click Add to save and activate the rule.
   

   
   
   

Result
When a ticket update matches the configured conditions, the ticket is automatically assigned to the selected group without assigning an individual agent.

Which Method Should You Use?

Use a Create Ticket Trigger when:

• Tickets should be assigned as soon as they are created.
• Tickets should always remain unassigned at the agent level.
• Routing is based on information available during ticket creation.

Use an Update Ticket Trigger when:

• Assignment should occur after ticket creation.
• Routing depends on field changes, status changes, replies, tags, or other updates.
• Tickets need to be automatically transferred to another group.

Use an Auto-Assignment Rule when:

• You already use Even Distribution or Load-Based assignment.
• Agent assignment is normally desired.
• Tickets should stay with the group only when no eligible agent is available.

Troubleshooting

The Ticket Was Assigned to Both a Group and an Agent

Verify that:

• The correct group is selected.
• The Agent field is blank.
• Another automation rule is not assigning an agent.
• An Auto-Assignment Rule is not overriding the assignment.

Auto-Assignment Continues Assigning Agents

Review the selected group’s members and confirm that:

• Auto Assignment is disabled for all agents who should not receive tickets automatically.
• No eligible agents remain available for round-robin or load-based assignment.

The Correct Group Was Not Assigned

Verify that:

• The automation rule is active.
• All configured conditions are met.
• The correct group is selected in the action.
• A higher-priority rule did not process the ticket first.
• Another automation is not changing the assignment afterward.

Frequently Asked Questions

1. Can a ticket be assigned to a group without being assigned to an agent?
   Yes. In a Create Ticket Trigger or Update Ticket Trigger, select the group in the Set Assignee action and leave the Agent field blank.

2. Which method should I use if I never want tickets assigned automatically to agents?
   Use a Create Ticket Trigger or Update Ticket Trigger with the Set Assignee action and leave the Agent field blank.

3. What is the recommended method for newly created tickets?
   Use Create Ticket Trigger when a ticket should always be assigned to a specific group at creation without assigning an individual agent.

4. Can the ticket be assigned manually later?
   Yes. Any authorized agent can manually assign the ticket to an individual agent when ownership is required.

Related Articles

1. How to Set Up Load-Based Assignments Using an Auto-Assignment Trigger
2. How to Set Up Even Distribution Auto-Assignment in BoldDesk
3. How to Configure and Manage Create Ticket Triggers in BoldDesk