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.
Related Articles
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Refer to this article to learn how to set up business hours for your organization.
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Refer to this article to learn how to automatically assign tickets.
