Automatically Assign Tickets Based on Conditions, Availability & Workflow Logic

🟩 1. What Are Auto‑Assignment Rules?

Auto‑Assignment Rules automatically assign tickets to the correct agent, team, or department based on predefined conditions.

They help you:

• Route tickets instantly

• Reduce manual workload

• Improve response time

• Maintain clean ticket queues

• Ensure the right team handles the right issue

Auto‑Assignment = Smart, rule‑based ticket routing.

🟩 2. Why Auto‑Assignment Is Important

• Eliminates manual assignment errors

• Ensures consistent routing

• Helps maintain SLA compliance

• Reduces agent confusion

• Perfect for multi‑team operations like Kanchan Electronics

• Works across all channels (email, web form, chat, API)

🟩 3. Types of Auto‑Assignment in Zoho Desk

1. Condition‑Based Assignment

Assign tickets based on:

• Product

• Priority

• Channel

• Tags

• Keywords

• Customer type

• Department

2. Round Robin Assignment

Assigns tickets equally among selected agents.

3. Availability‑Based Assignment

Assigns tickets only to agents who are:

• Online

• Available

• Not on break

4. Escalation‑Based Assignment

Reassigns tickets when:

• SLA is breached

• Ticket is overdue

• Agent is unavailable

🟩 4. How to Create an Auto‑Assignment Rule (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon.

Step 2: Select Assignment Rules

Under Automation.

Step 3: Choose the Department

Example: Service, Warranty, E‑commerce, Billing.

Step 4: Click + New Rule

Give the rule a name.

Step 5: Add Conditions

Examples:

• Tag = warranty

• Product Category = Chimney

• Channel = Email

• Priority = High

• Subject contains “refund”

Step 6: Choose Assignment Action

Options:

• Assign to specific agent

• Assign to team

• Assign to department

• Assign using Round Robin

• Assign based on availability

Step 7: Save

The rule becomes active immediately.

🟩 5. Auto‑Assignment Examples for Kanchan Electronics

1. Warranty Tickets

Condition: Tag = warranty Assign to: Warranty Team

2. Chimney Service Tickets

Condition: Product Category = Chimney Assign to: Chimney Technician

3. Refund Requests

Condition: Subject contains “refund” Assign to: Billing Team

4. Order Issues

Condition: Tag = order‑issue Assign to: E‑commerce Team

5. High Priority Complaints

Condition: Priority = High Assign to: Senior Agent

6. Installation Requests

Condition: Tag = installation Assign to: Installation Team

🟩 6. Auto‑Assignment vs Round Robin — When to Use What

🟩 7. Best Practices

• Keep rules simple and clear

• Use tags for accurate routing

• Place most important rules at the top

• Avoid overlapping conditions

• Review assignment rules monthly

• Combine with SLAs for faster response

• Use Round Robin only for balanced workloads

🟩 FAQs

Q1. Do auto‑assignment rules work for all channels? Yes — email, chat, web forms, API, and social.

Q2. What if multiple rules match? Zoho Desk applies the first matching rule.

Q3. Can I disable a rule temporarily? Yes, you can toggle rules ON/OFF anytime.