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.
Plan Availability and Rule Limits
- Enterprise: Auto Assignments available, up to 200 rules
- Momentum (Legacy): Auto Assignments available, up to 50 rules
- Scale (Legacy): not available
In BoldDesk, only one agent or group works on a ticket at a time. To create a sequential workflow, use ticket statuses and update rules to control the handover. When Agent A completes their task and changes the ticket status, it can automatically assign the ticket to Agent B or the next group. For better scalability and easier SLA management, it is recommended to use group-based assignment, ensuring a smooth and maintainable sequential workflow.
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.
Troubleshooting (Common Causes)
The rule is not applying to new tickets
- Confirm the ticket matches the rule conditions.
- Confirm the ticket does not already have a group or agent assigned.
- Confirm the rule is placed above other rules that might also match (first match wins).
Frequently Asked Questions
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Can I create multiple Auto-Assignment Rules?
Yes. You can create multiple rules, but rule limits depend on your plan (Enterprise: 200, Momentum (Legacy): 50). -
What happens if no agent is available?
- In an even distribution, the ticket is assigned to the group, and an email notification is sent to all agents within the group according to the email notification configuration.
- In load-based assignment, the ticket stays assigned to the group until an agent becomes available.
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Can customers change the assigned agent?
No. The assignee field is read-only for customers. -
When exactly does auto-assignment run?
Auto-assignment runs when the rule conditions are met upon ticket creation or update. -
What if multiple rules match the same ticket?
Only the first matching rule is applied. Reorder rules to control which rule wins. -
Does auto-assignment assign both a group and an agent?
Auto-assignment routes tickets via the selected group and assigns one eligible agent from that group. -
Can I build a step-by-step handoff workflow with auto-assignment?
Yes, utilise ticket statuses and update rules to reassign tickets upon changes in their status.
