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:
    1. Log in to Admin+ as a Super Admin.
    2. Select Settings from the left navigation menu.
    3. Next, click on the Rules located under Tickets.
      • The heading information shows the categories for Name, Events, Conditions, and Actions.
  1. To create rules:
    1. 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.
  1. Condition:
    • Select Requested by User in Organization Unit from the dropdown.
    • Choose an Organization Unit.
  1. Action:
    • Select Auto-Assign to Team Agent (Round Robin).
    • Choose a Team from the dropdown.
  1. Click Add Rule to finalize the setup and enable the rule. The rule is now ready to handle new tickets.

Updated January 4, 2024

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