Rule actions can be leveraged to enable automated ticket assignment triggered by new ticket creation or updates to existing ones. These strategies facilitate efficient routing to team members without manual intervention. Both strategies skip anyone who is deleted or marked as out of office.
Assign to Most Available Team Member
The "Assign to most available team member" rule action assigns tickets to the member with the fewest open tickets at the time of the trigger. It uses real-time workload evaluation to prioritize balancing total capacity over a fixed sequence.
Key Behavior
Selection is based solely on ticket count; no additional formulas are used.
Factors like priority, SLA status, age, or complexity are not considered.
Because it reacts to the current workload, assignments may appear uneven over time, especially if some users resolve tickets faster than others
This rule action is best suited for teams that want to dynamically balance workloads and ensure tickets are assigned to team members with the most capacity at any given time.
Assign Round Robin to Team Member
The "Assign round robin to team member" rule action cycles assignments through specific team members in a fixed, sequential rotation. This method ensures an equal share of tickets, regardless of individual workloads or backlogs.
Key Behavior
Wraps around to the beginning of the list when the end is reached
If multiple rules are assigned to the same team, each rule maintains its own independent rotation, leading to an uneven distribution.
Rotation follows the alphabetical order of team members.
Factors like priority, SLA status, and ticket complexity are not considered.
This rule action is ideal for teams that require a predictable, evenly distributed assignment pattern in their ticketing workflow.