Ticket Assignment and Routing

Ticket Assignment and Routing

Automatic routing ensures tickets reach the right agent without manual sorting.

Auto-Assignment Rules

Set up rules in Admin → Teams → Routing:

1.By Category — billing tickets go to your billing specialist

2.By Priority — urgent tickets go to senior agents

3.Round Robin — distribute evenly among available agents

4.Least Busy — assign to agent with fewest open tickets

Manual Assignment

Override auto-assignment:

1.Open the ticket

2.Click Assign

3.Select an agent from the dropdown

4.Optional: add a note explaining why

Escalation Rules

Auto-escalate when:

•No response within SLA time

•Customer replies 3+ times without resolution

•Priority is upgraded to urgent

•AI confidence is below threshold

Unassigned Queue

Tickets that don't match any rule go to the shared queue. Any agent can claim them by clicking Take Over.