Auto-Assignment

Automatically assign incoming tickets to agents using round-robin or least-loaded strategies.

Auto-assignment distributes new tickets among your team automatically, so no ticket sits unassigned in the queue.

Configuring Auto-Assignment

Go to Support > Settings > Assignment Rules
Select a strategy from the dropdown
Click Save Settings

Assignment Strategies

Strategy	How It Works	Best For
Manual	Tickets are not auto-assigned. Agents pick tickets from the queue themselves.	Small teams where agents self-manage
Round-Robin	Tickets are assigned to agents in rotation, evenly distributing the load.	Equal workload distribution
Least-Loaded	Tickets are assigned to the agent with the fewest open tickets at that moment.	Teams with varying capacity

Round-Robin

Each new ticket goes to the next agent in rotation. If your team has agents A, B, and C:

Ticket 1 -> Agent A
Ticket 2 -> Agent B
Ticket 3 -> Agent C
Ticket 4 -> Agent A (wraps around)

All workspace members with the role Member, Admin, or Owner are included in the rotation.

Least-Loaded

Each new ticket goes to the agent who currently has the fewest open or in-progress tickets. This naturally balances workload even when some tickets take longer than others.

When Auto-Assignment Applies

Auto-assignment runs when:

A ticket is created via the customer portal with no assignee specified
A ticket is created via email (through an email processor with auto-assign enabled)
A ticket is created via the embeddable widget

Auto-assignment does not run when:

An agent manually creates a ticket and selects an assignee
The strategy is set to Manual

Notifications

When a ticket is auto-assigned, the assigned agent receives:

An email notification with the ticket title and a link to view it
An in-app inbox notification that appears in the Inbox module

Next Steps

Tickets — Manage assigned tickets
Email Processors — Configure email-to-ticket with auto-assignment
SLA Policies — Ensure assigned tickets meet response targets