How to use Rules to Auto-Assign Tickets

Tickets can be automatically assigned to an Agent or Team, or to specific members of a Team. Team assignments can also use the 'Round Robin' system to alternate between Team members.

1. To get started:
   
   • Log in to Admin+ as a Super Admin.
   • Select Settings from the left navigation menu.
   • Next, click on the Rules located under Tickets.
     
     • The heading information shows the categories for Name, Events, Conditions, and Actions.
       
       
2. To create rules:
   
   • Click on New in the right corner. This will open an Add Rules window with the following options:
   • Name
   • Event
     
     • On New Ticket Creation.
     • On Category Change.
   • Condition
     
     • Requested by User in Organization Unit.
     • Category is
     • Building is
     • Room is
   • Action
     
     • Auto-Assign to Agent.
     • Auto-Assign to Team.
     • Auto-Assign to Team Agent (Round Robin).

Below is an example of how to create a rule that will assign new tickets from an Organization Unit to a team of Agents using Round Robin.

1. Event:
   
   • Select On New Ticket Creation.
2. Condition:
   
   • Select Requested by User in Organization Unit from the dropdown.
   • Choose an Organization Unit.
3. Action:
   
   • Select Auto-Assign to Team Agent (Round Robin).
   • Choose a Team from the dropdown.
4. Click Add Rule to finalize the setup and enable the rule. The rule is now ready to handle new tickets.

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