Auto-Assignment Rules
Configure automatic ticket assignment rules and strategies
Active Rules
9
+1
Auto-Assigned Today
156
+24
Avg Assignment Time
8s
-3s
Manual Override Rate
12%
-2%
Assignment Strategy
Distribute tickets equally across all available agents in rotation order.
Assignment Rules
| Rule Name | Priority | Category | Ticket Priority | Channel | Customer Tier | Assign To | Enabled |
|---|---|---|---|---|---|---|---|
| Urgent Technical to Senior | 1 | Technical | Urgent | Any | Any | Alex Thompsonagent | |
| Enterprise VIP Routing | 2 | Any | Any | Any | Enterprise | VIP Support Groupgroup | |
| Billing to Finance Team | 3 | Billing | Any | Any | Finance Supportgroup | ||
| Chat to Quick Response | 4 | Any | Medium | Chat | Any | Chat Specialistsgroup | |
| Low Priority to New Agents | 5 | General | Low | Any | Starter | Junior Agentsgroup | |
| Security Issues Escalation | 1 | Security | Urgent | Any | Any | Security Responsegroup | |
| Social Media to PR Team | 3 | Any | Any | Social | Any | PR & Social Teamgroup | |
| Phone to Dedicated Support | 2 | Any | High | Phone | Business | Marcus Johnsonagent | |
| Product Feedback Routing | 6 | Feedback | Low | Portal | Any | Product Teamgroup | |
| After-Hours Emergency | 1 | Any | Urgent | Any | Enterprise | Sarah Chenagent |
Recent Auto-Assignments
| Ticket | Matched Rule | Assigned Agent | Timestamp |
|---|---|---|---|
| TKT-2051 | Urgent Technical to Senior | Alex Thompson | Aug 8, 11:30 AM |
| TKT-2050 | Enterprise VIP Routing | Sarah Chen | Aug 8, 11:15 AM |
| TKT-2049 | Billing to Finance Team | David Kim | Aug 8, 10:45 AM |
| TKT-2048 | Chat to Quick Response | Lisa Wang | Aug 8, 10:30 AM |
| TKT-2047 | Low Priority to New Agents | Carlos Rivera | Aug 8, 10:00 AM |
| TKT-2046 | Security Issues Escalation | Alex Thompson | Aug 8, 09:45 AM |
| TKT-2045 | Phone to Dedicated Support | Marcus Johnson | Aug 8, 09:30 AM |
| TKT-2044 | Enterprise VIP Routing | Emily Rodriguez | Aug 8, 09:00 AM |
Assignments by Agent (Today)
Fallback Settings
When no assignment rule matches an incoming ticket, the system will use this fallback method.
Tickets will be placed in the queue manager for manual review.