Ticket Routing (Auto-Assign)
The methods used to automatically distribute incoming tickets to agents.
Ticket Routing is the process of moving a ticket from the channel where the user requested help (the Source Channel) into the agent's workspace (the Triage Channel).
As part of this routing process, you can optionally enable Auto-Assign. When Auto-Assign is enabled, the system automatically hands the ticket to an eligible agent within the Support Team, bypassing the need for an agent to manually claim the ticket from the channel.
If Auto-Assign is not enabled, or if there are no eligible agents available (e.g., everyone has reached their max open ticket limit), the ticket is created in the Open state and waits in the Triage Channel for an agent to manually claim it.
Auto-Assign Strategies
Treqdesk provides four distinct algorithms for distributing tickets. You can configure a different strategy for each Support Team.
Round Robin
Distributed sequentially.
Tickets are assigned to agents in a strict rotation. Each agent gets the next ticket in turn.
Least Loaded
Balancing workload.
Tickets are given to the agent who currently has the fewest open tickets.
Random
Unpredictable distribution.
A random draw among all active agents on the Support Team.
Fixed
A dedicated recipient.
Every ticket is pushed directly to one specific, designated agent.
Ready to configure?
Not sure how to enable these strategies? Follow the step-by-step instructions in the Configuring Auto-Assign Guide.