How to Configure Ticket Auto Assignment

The Ticket Auto Assignment feature in ProProfs Help Desk streamlines customer support by automatically distributing tickets to online agents. This ensures a balanced and efficient ticket-handling process by setting up customized rules based on business hours, agents’ availability, and workload limits. 

This help article will guide you through configuring auto-assignment, enabling your team to manage support tickets more effectively and improve response times.

Benefits of Ticket Auto Assignment:

• Improve Efficiency: Automatically assign tickets to online agents, reducing manual effort and saving time.

• Balance Workload: Ensure tickets are evenly distributed among team members to prevent any single agent from becoming overwhelmed.

• Customized Control: Allows you to customize assignment rules based on business hours, agent availability, and workload capacity.

Use Case: A growing tech company implements ProProfs Help Desk's Ticket Auto Assignment feature to manage increasing support tickets. They set business hours from 9 AM to 6 PM and configure round-robin ticket distribution for their support inbox. Agents are assigned automatic ticket limits based on their experience level. This automation ensures timely responses, balanced workloads, and improved customer satisfaction.

To Configure Ticket Auto Assignment

Step 1: Set Agent’s Availability

Set your agent’s working hours and holidays to ensure tickets are only assigned during active business hours.

1. Navigate to Settings -> User Management -> Availability.

2. Configure Availability Options:

   • Business Hours:

     • 24 Hours x 7 Days: Default setting where tickets are assigned to online agents at any time.

     • Select working days/hours: Define specific working days and hours. Set the "From" and "To" times, then save the configuration to ensure tickets are only assigned during specified business hours.

   • Timezone: Displays the company’s operational timezone, ensuring accurate scheduling and assignment based on local time.

• Holiday List:

  • Add holidays by specifying the date and name (e.g., national or company-specific holidays).

  • Tickets will not be auto-assigned on designated non-working days. This prevents agents from receiving assignments when they are off duty.

   3. Click the Save button to apply changes. 

Step 2: Configure Inboxes for Auto Assignment

Set up inboxes to automatically distribute tickets evenly among online agents.

1. Navigate to Settings -> Channels -> Inboxes.

2. Enable Auto Assignment for Specific Inboxes:

   • Click the Edit icon for the desired inbox to open the configuration page.

• Enable Round Robin Ticket Assignment:

  • Distributes tickets evenly among online agents for a balanced workload.

• Set Maximum Ticket Assignment:

  • Define the maximum number of tickets assigned from this inbox at a time.

  • Example: If set to 20, only 20 tickets will be assigned across your online agents, even if more tickets are in the queue. The remaining tickets will be queued for the next round of assignments.

3. Click the Save button to apply changes.

Step 3: Configure User-Specific Auto Assignment Preferences

Customize auto-assignment rules for individual agents to match their workload capacity and availability.

1. Navigate to Settings -> User Management -> Users.

2. Edit User Details:

   • Enable Assign Tickets Automatically:

     • Allows selected agents to receive auto-assigned tickets when they are logged in.

     • Benefit: Ensures tickets are directed only to active team members, improving response times and service efficiency.

   • Set Max Open Ticket Limit: (Optional)

     • Define the maximum number of open tickets a specific agent can handle simultaneously. 

     • Example: If set to 5, the agent will not receive more tickets once they have 5 open tickets, even if other tickets are waiting to be assigned.

   3. Click the Save button to apply changes.

How Auto Assignment Works:

• Tickets are automatically assigned to online agents as per configured ticket assignment rules.

• If an agent closes their browser or loses connection without logging out, they remain eligible for auto-assignment for the next 2 minutes.

• Proper logout prevents further ticket assignments until the agent logs in again.

That’s all about configuring Ticket Auto Assignment in ProProfs Help Desk. Please contact our support team if you encounter any issues or questions.