Automation

Streamline your support operations with auto-assignment rules for ticket routing.

Auto-Assignment Rules

Auto-assignment rules automatically assign tickets to agents or departments based on configurable conditions.

Creating Auto-Assignment Rules

Auto-assignment rules are configured through the AutoAssignmentRule model and can be set up programmatically or through the API.

Rule Configuration

// Example auto-assignment rule
$rule = AutoAssignmentRule::create([
    'name' => 'Technical Issues to Tech Support',
    'description' => 'Assign technical tickets to technical support department',
    'is_active' => true,
    'priority' => 10, // Higher priority rules are evaluated first
    'conditions' => [
        'category_id' => [1, 2, 3], // Technical categories
        'priority_id' => [3, 4] // High and urgent priorities
    ],
    'assignment_type' => 'department', // user, department, round_robin, workload_based
    'assigned_department_id' => 3, // Technical Support department
    'consider_workload' => true,
    'max_tickets_per_user' => 10
]);

Assignment Types

User Assignment

Assigns tickets directly to a specific user.

Department Assignment

Assigns tickets to a department, with optional workload balancing.

Round-Robin Assignment

Distributes tickets evenly among specified users.

Workload-Based Assignment

Assigns tickets to the agent with the least active tickets.

Rule Conditions

Rules can match tickets based on:

• Category
• Priority
• Department
• Type
• Custom field values

Workload Balancing

When enabled, the system considers:

• Number of active tickets per agent
• Maximum tickets per user limit
• Agent availability

Best Practices

• Start with simple assignment rules
• Test rules thoroughly before activating
• Monitor assignment effectiveness
• Review and adjust rules regularly
• Use workload balancing for fair distribution