Assignment Rules & Groups

Groups are the teams that own tickets. Assignment rules decide which group (or agent) a new ticket lands with automatically.

1. Groups (Settings → Groups)

A Group is a team of agents who share responsibility for a category of work — e.g. IT Support, HR, Finance, Facilities (these four are created automatically for every new workspace, and you can edit or deactivate them).

• •Create a group: name (required), optional description, and a colour used as its badge throughout the app.

• •Add members: search by name or email, then set their role within the group — Group member or Group admin.

• •Deactivate a group instead of deleting it — its ticket history stays intact, and you can reactivate it later from the Inactive groups section.

Group membership drives who work items are routed to, so keep it up to date as your team changes. It can also control who can see what: workspaces created from 9 September 2026 restrict agents to their own groups out of the box, and older ones can turn it on. See Agent Ticket Visibility.

Setting a department up from its group

The group card is where a department becomes a department. Expand it and you can also:

• •Give it its own email address, so mail forwarded from hr@yourcompany.com opens tickets owned by the group — see Department Mailboxes.

• •Show it on the employee portal, so employees can send a request straight to it instead of leaving the team to QueAssist — see Departments on the Employee Portal.

• •Give it a ticket prefix, so the tickets it owns are numbered HR-1001 rather than with your workspace numbering.

• •Choose how QueAssist answers it, so HR answers from HR's own policies rather than sending IT-style troubleshooting steps — see How QueAssist Answers Each Department.

All four are off (or on their default) to begin with, and each is independent — a department can take mail without appearing on the portal, or appear on the portal without an address of its own.

Departments get their own queue

As soon as a group has any of the above, it appears under Departments in the agent sidebar, below Ticket Types. Clicking it shows just that team's tickets.

Departments are a second way of looking at the same tickets, not a new kind of ticket. HR-1001 is a service request owned by HR, so it appears under Service Requests and under HR — one says what kind of request it is, the other says whose it is.

A group with none of the above doesn't appear there. Nothing shows up until you actually set a department up, so the sidebar never lists four empty teams.

2. Assignment Rules (Settings → Assignment rules)

Assignment rules automatically route a new ticket to a group, an agent, or a priority the moment it's created — no manual triage needed for the common cases.

Rules run top to bottom — the first matching rule wins.

Each rule has:

Conditions (leave any blank to match "any"):

• •Sender email

• •Category

• •Priority

• •Subcategory

• •Channel (Portal, Email, Slack)

Actions:

• •Assign to group

• •Assign to agent

• •Set priority to a fixed value

Drag rules up or down to reorder them, and toggle a rule Active/Inactive without deleting it. Use the New rule button to add one, e.g. "IT high priority incidents → assign to IT Support group, set priority to High."

Routing by sender email

If you already know that anything from a particular mailbox belongs to a particular team, the Sender email condition routes it without anyone reading it first. Two forms:

So a rule with Sender email billing@vendor.com → Assign to group Finance sends every invoice query from that supplier straight to Finance. The same pattern is how teams bring HR or payroll onto the platform: point hr@yourcompany.com at an HR group and those requests never pass through the IT queue.

The address is whoever the request came from, worked out per channel:

• •Email — the address in the From header.

• •Portal or QueAssist chat — the signed-in employee's address.

• •Raised by an agent on someone's behalf — the person it was raised for, not the agent.

Next, read Ticket List View & Canned Replies to customize how your queue looks and speed up common replies.