How to Auto-assign a Ticket Created During Business or Non-business Hours
You can use the Auto Assignment to assign a ticket to an agent automatically when it is created during business or non-business hours.
Create an auto-assignment rule
Follow the given steps to create an auto-assignment rule:
- Go to Admin > Ticket Automation > Auto Assignments > Add Rule.
- Enter the Rule Name and Description (optional) on the create rule page.
- Find the following Conditions and Actions to auto-assign the tickets to agents when the ticket raises during business and non-business hours.
In business hours
Set the following conditions and actions for the tickets created within business hours.
Condition
Action
The above screenshot is an example of how a specified group is selected for auto-assignment during business hours.
In non-business hours
Set the following conditions and actions for the tickets created within non-business hours.
Condition
Action
- When a ticket is created within either of these times, it will be automatically assigned to the selected agent group.
- Non‑Business Hours - This includes non‑working hours, non‑working days, and holidays — basically any time your business is not operating.
- Non‑Working Hours - This includes only the hours outside your regular business hours, as well as non‑working days (entire days that are not marked as working days in your business hours setup).
Use Cases
-
Day vs Night Support Routing
- Business hours → Assign to Primary Support Group
- Non-business hours → Assign to After-Hours Team
-
Global Support Coverage
- Use multiple business hour schedules
- Route tickets to region-specific teams automatically
-
SLA Optimization
- Assign tickets instantly based on time
- Ensure SLA timers start with the correct team handling the ticket
-
Escalation Readiness
- Route non-business tickets to a priority queue
- Prepare tickets for immediate action when business hours resume
Frequently Asked Questions
-
Can I create separate Auto Assignment rules for business and non-business hours?
Yes. You must create separate Auto Assignment rules with different Created Time conditions:- One rule for Within Business Hours
- Another rule for Outside Business Hours
Each rule operates independently based on its defined condition.
-
Where does BoldDesk get the Business Hours used in Auto Assignment rules?
Auto Assignment rules use the schedule configured under: Admin → Business Hours. You must include the Business Hours in the auto-assignment condition to ensure proper functionality. -
Can I assign tickets to both a group and an agent in the same Auto Assignment rule?
Yes. In a single Auto Assignment rule, the ticket will be assigned to both an agent group and a specific agent from the mentioned group. -
Can I select both a group and an agent in the same Auto Assignment rule?
No. You can only select an agent group while configuring an Auto Assignment rule. The agent is then assigned automatically based on the selected assignment mode:- Round Robin – Even Distribution
- Round Robin – Load Based
You may optionally add watchers to the rule.
- Do Auto Assignment rules run for all newly created tickets automatically?
Yes. Auto Assignment rules are triggered automatically when a ticket is created/updated, provided the ticket meets the defined rule conditions. Auto Assignment rules do not run on tickets that are already assigned.
