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Assigning Tickets

Ticket assignment is a critical process in a ticket management system to ensure that the right team or agent handles an issue efficiently. Proper assignment leads to faster resolutions, reduced workload bottlenecks, and improved customer satisfaction.

Manual Assignment​

  • An agent or administrator manually assigns a ticket to a specific agent or team.

Auto-Assignment Based on Rules​

  • The system automatically assigns tickets based on predefined conditions such as:
    • Category & Subcategory (e.g., network issues go to the Networking team).
    • Domain/Service (e.g., HR-related requests assigned to the HR team).
    • User Group (e.g., VIP user tickets assigned to a premium support team).

Ticket Assignment Interface