Set up auto-assignments

4 min read
updated: Sep 26, 2024
HelpDesk
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Auto-assignments are directly connected to workflows in the Automations section.

To balance team workloads more effectively, you can set up specific auto-assignment settings for individual agents. This includes activating auto-assignment when agents are available and deactivating it on their days off.

By configuring these settings, you can ensure that tasks are assigned only to those who are present and capable of handling them, preventing any unnecessary delays or bottlenecks.

You can request an option for agents to change their own auto-assignment settings. Chat with us to add this feature to your HelpDesk license.
You can request an option for agents to change their own auto-assignment settings. Chat with us to add this feature to your HelpDesk license.

Main examples of using auto-assignments Link icon

1. Exclude agents from auto-assignment in a teamLink icon

Specific agents can be excluded from the auto-assignment process within a team. This is useful for managers or roles that should not be overloaded with tickets.

2. Permanently deactivate auto-assignment for a userLink icon

Auto-assignment can be completely turned off for an individual user, ideal for scenarios like holidays. This way, they receive no new tickets and can fully disconnect.

Also, auto-assignment settings can be adjusted for each team individually.

Note that an agent’s profile setting will always override team settings, so if an agent deactivates auto-assignment in their profile, they won’t be assigned tickets.

3. Assign using the round-robin optionLink icon

The round-robin option can be implemented in workflows to distribute the workload evenly among agents. Each new ticket is assigned to the next agent in the sequence, preventing any single agent from being overloaded.

How to set up auto-assignmentsLink icon

There are three types of auto-assignments that you can select directly from the list of actions within the workflows:

  1. Round-robin
  2. Random agent/admin
  3. Specific agent 

Round-robinLink icon

The round-robin assignment distributes tickets equally and sequentially among the team

The round-robin auto-assignment in HelpDesk.

Random agent/adminLink icon

The random agent/admin assignment distributes tickets randomly among the team.

The random agent/admin auto-assignment in HelpDesk.

Specific userLink icon

The specific agent/admin selected from the list will be assigned to the ticket. 

Auto-assignment to a specific user in HelpDesk.

If the selected user doesn’t activate the auto-assignment in their profile settings, the tickets will be assigned to the team only.
If the selected user doesn’t activate the auto-assignment in their profile settings, the tickets will be assigned to the team only.

Set up auto-assignment in the user profile settingsLink icon

The auto-assignment settings in the user profile settings serve as the master control.

The admin can change these settings for other admins and agents.

Setting up auto-assignment in HelpDesk.

Auto-assignment activated in the user profile settings – accept for all agent teams Link icon

Tickets won’t be automatically assigned to an agent unless they activate the master setting for auto-assignment in their profile.

When an agent activates auto-assignment in their profile settings, tickets will be assigned to them according to the team auto-assignment rules.

Auto-assignment activated in the user profile settings – accept for all agent teams.

Auto-assignment activated in the user profile settings – accept only for specific agent teams Link icon

Select one or more teams within which the agent will be assigned tickets. The list will only show teams the agent is a member of.

Auto-assignment activated in the auser profile settings – accept only for specific agent teams in HelpDesk.

Auto-assignment activated in the user profile settings – accept only for specific agent teams in HelpDesk. Several teams are picked.

You can save your auto-assignment settings without selecting a team, but picking at least one team is recommended.
You can save your auto-assignment settings without selecting a team, but picking at least one team is recommended.

Auto-assignment deactivated in the user profile settingsLink icon

With auto-assignment deactivated, the agent won’t be assigned to any tickets through workflows.

Auto-assignment deactivated in the user profile settings.

Auto-assignments and a viewer role  Link icon

Viewers can’t be auto-assigned to tickets, which is why auto-assignment settings are deactivated. 

Viewer role with deactivated auto-assignment.

When a user’s role changes from viewer to agent/admin, the auto-assignment setting will be “Accept for all agent teams.”

The viewer role changed to an agent role within auto-assignment.

Set up auto-assignment in the team settingsLink icon

The auto-assignment settings in the team settings automatically assign tickets as part of your active workflows.

Only admins can change the settings for each user on the list.

Auto-assignment in the team settings in HelpDesk.

If an agent has an auto-assignment status of “Auto-assignment is deactivated in the agent profile, this means that the agent has deactivated the auto-assignment setting in their profile. When they activate this setting, they’ll start accepting auto-assignment tickets right away, as shown in the setting in the graphic.

The agent with auto-assignment settings deactivated in their profile settings.

The agent with auto-assignment settings deactivated in their profile settings.

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