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.