💬Get free consultation

Assignment

Choose who receives a ticket when no rule names an agent.

What this is for

Assignment decides who owns a ticket when you are not picking a person on that ticket.

This helps you keep new tickets from sitting with nobody, and keep one agent from holding too many.

Default assignee receives a new ticket when no routing rule names an agent.

Self-assign by replying decides whether your own reply makes you the owner. Assign it to me takes the ticket. Keep it unassigned means your reply does not make you the owner.

Max open tickets per agent tells automatic assignment to skip an agent who already holds that many open tickets. This helps you spread the queue.

Unassign on customer reply clears the owner when the customer writes again, so the next person can take it.

Reassign unsnoozed conversations returns a waking ticket to the queue when that owner is already at the cap.

How to set the default assignee

1. In Helpdesk, open settings, then open Assignment.
2. Open Default assignee.
3. Pick an agent, or leave it Unassigned.

Expected result: A new ticket with no routing rule uses that assignee.

How to assign when someone replies

1. On the same page, find self-assign by replying.
2. Choose Assign it to me or Keep it unassigned.

Expected result: The next reply on an unassigned ticket follows that choice.

How to assign one ticket

1. Open the ticket.
2. Click Assign.
3. Pick the agent.

Expected result: That agent owns the ticket.

Control	What it does
Max open tickets per agent	Skip an agent who already holds that many open tickets
Unassign on customer reply	Remove the agent when the customer writes again
Reassign unsnoozed conversations	When a snoozed ticket wakes and the agent is at the cap, return it to the queue

Does a routing rule beat the default assignee?

Yes. The default applies when no rule assigns the ticket.