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.