Getting Started with Automatic Ticket Assignment

Automatic Ticket assignment enables organizations to automatically distribute tickets among technicians by their groups, ensuring fair workload distribution and faster response times through round-robin assignment. 

This article covers the following topics:

• Setting up Automatic Ticket Assignment
  • Admin Configuration via the Automatic Ticket Assignment Page
  • Automation Rules Settings to Override Automatic Ticket Assignment
• Technicians Using Automatic Ticket Assignment

Setting up Automatic Ticket Assignment

Admin Configuration via the Automatic Ticket Assignment Page

1. In TDAdmin, make sure you have access to the Ticketing Application that you want to set up for Automatic Ticket Assignment, then select that Ticketing Application.
2. Select AI and Automation.
3. Select Automatic Ticket Assignment
4. Select Edit for the desired group.
5. Decide the Rotation Order. 
   1. Randomize Initial Technician Order will set a random assignment order the first time the group is enabled for Automatic Ticket Assignment. The order will not be randomized again after this.
   2. Custom Defined Technician Order will allow you to set the order manually in the Members section below by dragging and dropping users in the desired order.
   3. Alphabetical Order will assign tickets to members by alphabetical order of their first name.
   4. *Note: New members added after a group has been enabled for Automatic Ticket Assignment will be assigned their first ticket in the appropriate order, if set to Custom or Alphabetical. If the assignment has already passed them in the list, they will receive their first assignment in the next round. If set to Randomized Initial Order is set, the member will be placed at the end of the list and they will receive their first assignment in the current round.
6. Rotation Reset will determine when the assignment order returns to the first person in the list. There are options for:
   1. Never - assignment will keep cycling through the members without ever being reset to the first person.
   2. Daily
   3. Weekly
   4. Monthly
7. In Apply to (Sources), select the sources of tickets that Automatic Ticket Assignment should apply to:
   1. Tickets created via automation rules
   2. Manually created tickets
   3. Email-created tickets
   4. Client portal tickets
   5. Tickets created via API
8. In the Members section you can:
   1. Define the order in which tickets will be assigned to members if the Rotation Order is set to Custom Defined Technician Order.
   2. Enable or Disable specific members of the group to be assigned tickets via Automatic Ticket Assignment.
      1. *Note: Members who are grayed out cannot be enabled because they lack required access to the ticketing application, do not have the necessary permissions, or are excluded from automatic ticket assignment.
9. Select the 'Enable Automatic Ticket Assignment for this group' checkbox.
10. Select 'Save'.

Automation Rules Settings to Override Automatic Ticket Assignment

There are several reasons why an organization might not want Automatic Ticket Assignment to apply to all tickets that are routed to groups by automatic rules:

• Emergency/Critical tickets that should go the entire group for visibility
• Tickets that should stay at the group level so the most qualified person can claim it
• Tickets with a high complexity that requires a manager to manually distribute them

To override Automatic Ticket Assignment for an Automation Rule:

1. In TDAdmin, select the desired Ticketing Application.
2. Click AI and Automation.
3. Select Automation Rules.
4. Select the desired automation rule.
5. Make sure there is a value in the Assign To action with the Automation Actions section.
6. Select the 'Override automatic ticket assignment' checkbox.

Technicians Using Automatic Ticket Assignment

• Technicians who are enabled for automatic ticket assignment via the above settings will automatically be assigned tickets whenever the ticket is assigned to their group.
• When a technician is assigned a ticket via Automatic Ticket Assignment, there will be a feed entry created that records the assignment as part of Automatic Ticket Assignment.
• Only the responsible individual will receive a notification when the ticket is assigned.
• Technicians can get assigned to tickets via Automatic Ticket Assignment at any point during the tickets lifecycle when the group is assigned to a ticket. If an individual in a group is assigned a ticket via any method, then Automatic Ticket Assignment will not be enacted.