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How to Auto-assign a Ticket Created During Business or Non-business Hours

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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:

  1. Go to Admin > Ticket Automation > Auto Assignments > Add Rule.
  2. Enter the Rule Name and Description (optional) on the create rule page.
  3. 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

Condition for assignment for business hours. png

Action

Action for assignment for business hours.png

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

Condition for assignment for non-business hours. png

Action

Action for assignment for non-business hours.png

When a ticket is created within either of these times, it will be automatically assigned to the selected agent group.

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