Auto-Assignment of Tickets

Enable Ticket Auto-Assignment

Location: Configuration → Brands

Setting: Ticket routing: Enable ticket auto assignment (ON / OFF)

Description: This setting controls whether tickets are automatically assigned to human agents in the Agent Workplace.

• ON (Enabled): 
  • Auto-assigned: Tickets are automatically routed and assigned directly to agents in the Agent Workplace.
• OFF (Disabled): 
  • Manual (shared queue): Tickets are not assigned automatically and remain in the shared queue until picked up by an agent.

Route tickets to human agent if online

Location: Configuration → AI Settings

Setting: Route tickets directly to human agent (ON / OFF)

Description: This setting determines how tickets are routed based on agent availability.

• If human agents are online in the Agent Workplace, tickets are routed directly to them.
• If no human agents are online, the AI Agent handles all incoming tickets.

Note: AI Agent needs to be enabled for this feature to work.

When a player re-opens a ticket from Solved-status by writing a new message in the same conversation thread, the system automatically routes the ticket based on the type of the last assignee to ensure continuity and avoid manual reassignment.

Routing Logic

• If the ticket was last handled by the AI Agent, it will be routed back to the AI Agent.
• If the ticket was last handled by a human agent, it will be routed to the human support queue (Agent Workplace).

Exceptions

A ticket will be routed to a human agent even if it was previously handled by the AI Agent in the following cases:

• The brand configuration does not allow routing to the AI Agent (e.g. “route first to a human if online” is enabled).
• The AI Agent is offline or deactivated.
• The AI Agent exited the ticket because the player explicitly requested a human agent.
• The ticket category is not eligible for AI handling.