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Auto Assignment Rules

Route: /org/resolve/settings?tab=assignment · Permission: Manage Helpdesk Settings

1. What it does​

Decides who a new ticket lands on. Without it every ticket arrives Unassigned and waits for a human to triage — which is exactly what the dashboard's Unassigned tile counts.

2. How it spreads​

Figure 1 — Ticket Auto Assignment.

3. Field reference​

FieldControlValuesNotes
Enable Auto-AssignmentToggleOn / OffOff means every ticket arrives unassigned
Assignment StrategySelectorRound Robin · Load BalancedSee below

The two strategies​

StrategyPicksBest when
Round RobinThe next agent in rotationTickets are broadly similar in effort
Load BalancedThe agent with the least open workEffort varies a lot per ticket
Round Robin is fair by count; Load Balanced is fair by workload

Round Robin gives everyone the same number of tickets — which is unfair if one agent draws three outages and another draws three password resets. Load Balanced evens out what people are holding. If your queue mixes trivial and heavy work, prefer Load Balanced.

4. What it depends on​

NeedsFrom
Agents to assign toAgents Management — active agents only
Something to match onTicket Classification
Assignment starts an OLA clock

Assigning to an agent whose department has an OLA policy starts that clock. Auto-assignment therefore starts internal clocks automatically — which is the intent, but it means a misconfigured rule can start the wrong team's clock.

5. Don't confuse this with…​

These twoDiffer by
Auto-assignment vs Bulk AssignAutomatic on creation vs a manual action on selected rows
Assignment vs escalationWho owns it now vs moving it up when a target is at risk
Assignment vs approval routingAgents vs approvers — unrelated mechanisms

6. Troubleshooting​

SymptomCause
Everything arrives unassignedThe toggle is off
One agent gets everythingRound Robin with a pool of one active agent
Distribution looks unfairRound Robin counts tickets, not effort — try Load Balanced