How to Assign Tickets in Ticketdesk.AI

Assigning tickets ensures proper ownership and accountability for customer issues. Here’s how to assign tickets effectively in 4 steps.

Steps -

  1. Assign tickets to individual agents
  2. Assign tickets to teams or departments
  3. Set up automatic assignment rules
  4. Reassign tickets when needed

Assign tickets to individual agents

  1. Open the ticket you want to assign
  2. Find the “Assignee” field in the ticket details

Individual Assignment
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  1. Click the dropdown arrow next to “Unassigned”
  2. Select an agent from the list
  3. Click “Save” or the assignment is applied automatically

Select individual to assign tickets
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When assigning to individuals, consider:

  • Agent expertise and experience level
  • Current workload and availability
  • Customer relationship history
  • Time zone for urgent issues

Assign tickets to teams or departments

  1. In the same “Assignee” field, click the dropdown
  2. Look for team options (like “Sales Team” or “Technical Support”)
  3. Select the appropriate team
  4. The ticket will be available to all team members

Team assignments work well when:

  • Multiple agents can handle the issue
  • You want flexible coverage
  • The specific agent doesn’t matter

Set up automatic assignment rules

  1. Go to Settings > Automation > Assignment Rules
  2. Click “Create New Rule”
  3. Set Trigger Conditions
    • Choose triggers like “New ticket created”
    • Add filters for category, priority, or keywords
  4. Define Assignment Logic
    • Select assignment method (Round Robin, Skills-based, etc.)
    • Choose target agents or teams
  5. Save the rule