What Is Auto-Assignment?
Auto-assignment is the automatic routing of tickets to agents based on predefined rules and criteria. It ensures consistent, fair, and fast ticket distribution without manual intervention.
How Auto-Assignment Works
- A new ticket is created or categorized
- The system evaluates assignment rules (priority, category, skills)
- Ticket is instantly assigned to the best-matched agent or queue
- Agent receives notification and can begin work
Assignment Rules
- Skill-based: Route to agent with relevant expertise
- Load-based: Route to agent with lightest workload
- Priority-based: Route critical tickets to senior agents
- Round-robin: Distribute evenly across agents
- Department: Route to specific team by category
Benefits of Auto-Assignment
- Eliminates manual work of assigning tickets
- Ensures fair distribution of work
- Reduces first response time by 50-80%
- Prevents tickets from being forgotten
Common Challenges
- Rules may not account for all scenarios
- Agent overload if rules are not balanced
- Exceptions must be handled manually
Industry Insight
Zendesk reports that auto-assignment cuts initial response time by 60% on average.
Learn Automated Routing
Automation concepts are discussed on Wikipedia.
How TicketingNext Auto-Assigns Tickets
TicketingNext offers flexible rule-based assignment with skill matching and load balancing. See TicketingNext features or explore use cases.
Need auto-assignment? Contact our team.