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.

Agents only see tickets for groups they belong to in their queue, so keep group membership up to date as your team changes.

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"):

• •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."

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