Setting automatic assignment method

Introduced in 8.3

To choose a method, do the following:

  1. Navigate to the Customization > General > Workflow Configuration > Ticket Automation section.

  2. Choose one of the following options:

    • Load Balancing - this method automatically balance the work between the assignees of the same group. The identification of assignees takes into account the person's workload. Each unassigned Ticket will be addressed to the technician that has least amount of tickets.

    • Round Robin - this method uses a random starting point. The identification of assignees takes into account the order in the assignment group. Each unassigned Ticket will be addressed to the technician that has next highest rank in the group.

      INFO: For details on groups, see Help: Group records.

  3. Click Save.