How to Automatically Assign Tickets?

Auto assignment rule routes the incoming tickets to a specific team/group in the organization based on ticket attributes.
It uses Round-robin logic to distribute the tickets evenly among the agents in a group.

The following are some of the benefits of the auto-assignment rule:

1. Assists automatically assigning tickets to agents, saving supervisors or coordinators time.
2. Checks the availability of the agents before making an assignment so that assigning tickets to an unavailable agent can be avoided.
3. Prevents an agent from being overloaded, by equal distribution.
4. Prevents agents from cherry-picking the tickets.
5. Finally, it reduces the waiting time of customers.

Creating an auto assignment rule

Follow the given steps to create an auto assignment rules:

1. Select the Admin module.
2. Choose Auto Assignment from the Automation menu.
3. Click Add Rule.
4. Enter the rule name and description on the create rule screen.
5. Choose the required fields from the list to frame a condition for determining the tickets to which the rule will be applied.
6. Click Add new condition to include a new condition.

7. Click Next and select the group you wish to route the ticket to.

8. Add Watchers if you need to notify others in the organization.
9. Click Update to save the rule.

Refer the below video to know more about auto assignment,