Ticket Auto-Assignment in BoldDesk: Automatically Assign Tickets
An Auto-Assignment Rule automatically routes incoming support tickets to a specific team or group within the organization based on predefined ticket attributes. It uses Round-Robin logic to distribute tickets evenly among agents or based on workload.
Please refer to the video below for more insights on auto assignment,
Key Benefits of Auto-Assignment
- Time Savings: Automatically assigns tickets to agents, reducing manual effort for supervisors.
- Agent Availability Check: Ensures tickets are not assigned to unavailable agents.
- Balanced Workload: Distributes tickets evenly to prevent agent overload.
- Prevents Cherry-Picking: Stops agents from selectively choosing tickets.
- Faster Customer Response: Reduces waiting time for customers.
Types of Assignment Modes
- Round Robin (Even Distribution): Assigns tickets equally among all available agents.
- Round Robin (Load-Based): Assigns tickets based on current agent workload.
Steps to Create an Auto-Assignment Rule
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Navigate to Admin → Automation → Ticket Automation → Auto Assignments.
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Click Add Rule.
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Enter:
- Rule Name (mandatory)
- Description (optional)
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Define conditions:
- Select fields to determine which tickets the rule applies to.
- Click Add New Condition for multiple conditions.
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Click Next.
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Under Associate Agent, select the assignment mode:
- Round Robin (Even Distribution)
- Round Robin (Load-Based)
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Choose the Group to route tickets to. A maximum of 48 users can be added as watchers (optional).
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Click Add to save the rule.
- The rule will be applied when a ticket is either created or updated.
- For assignment, one active and available agent from the specified group will be selected. The rule will not activate if the ticket already has a group or agent assigned.
- The first rule that matches will be applied to the ticket, and you may rearrange the order of the rules as needed.
- Contacts are unable to select the assignee for their tickets. When the assignee field is enabled for the customer portal, it will be displayed to them in a read-only format.
- Auto Assignments ticket automation is available exclusively on Enterprise (200 rules) and Momentum (50 rules) plans.
Frequently Asked Questions (FAQs)
Q1: Can I create multiple auto-assignment rules?
Yes, you can create multiple auto-assignment rules, but the limit depends on your BoldDesk plan:
- Scale: Not available
- Momentum: Up to 50 rules
- Enterprise: Up to 200 rules
Q2: What happens if no agent is available?
The ticket remains unassigned until an agent becomes available.
Q3: Can customers change the assigned agent?
No, the assignee field is read-only for customers.
