Support Help

Request Assignment Rules

Did you know that you can auto-assign ownership for tickets based on pre-defined conditions? Yes, with Ticket Assignment Rules you can perfectly route your incoming tickets to the appropriate department and further assign ownership to it once moved. Besides incoming tickets, you can set an assignment rule to be applied while updating a ticket too. Further you can add multiple assignment targets to a rule to get the maximum benefit out of it.

Read further to learn how to go about it.

  1. New ticket assignment rule. How do I create one?
  2. I have an agent called 'John'. But cannot locate him from the drop down to assign ticket. Why?
  3. How are assignment rules different from the Workflows?
  4. What is the order of execution of the ticket assignment rules?
  5. How many assignment rules can I create for my edition in Zoho Support?
  6. I want to deactivate/dis-associate an agent in a department. What would happen to the related assignment rules?
  7. I am unable to disable a department. Why?
  8. How can I track the activities on a ticket before it was moved to the new department?
  9. Can I disable rule execution all at one go?
  10. What are the events during which an assignment rule would be triggered?

Creating an Assignment Rule

To add a new ticket assignment rule, follow the steps given below:

  1. Click Setup
  2. In the Automate section, click Assign/Route
  3. Click New Ticket Assignment Rule
  4. In the new rule page, enter a Name for the rule
  5. Provide a Description about the rule
  6. Under the 'Execute Rule On' option, select either/both Ticket Creation or/and Ticket Updation
  7. Click Add Target for this Rule
  8. In the Add Target page, provide a criteria from the drop down as to define when this rule needs to be triggered
  9. Select the agent to whom the ticket needs to be assigned when matched with the criteria
  10. Click Save

If you have more than one department in Zoho Support, you can choose to move tickets between departments based on pre-defined criteria and further assign ownership to a ticket once moved to the new department.

Assigning Tickets to Agents

While assigning tickets to agents from the drop-down, you can view only those who are active and confirmed in a department. So kindly confirm if John is an active agent in the chosen department. You can check this by going to Setup >> Organization Settings. Click on the related department to check whether John belongs to it.

Assignment Rules - Are Different from Workflows

Unlike Workflow rules, Ticket Assignment rules are cross department which allows you to move tickets from one department to another based on pre-defined criteria and further assign a owner in the moved department. Also, more than one Workflow rule can be applied to a ticket when matched with a pre-defined criteria. Whereas in Ticket Assignment rules only the first target matching the criteria would be applied and all else would cease to trigger.

Order of Execution

When a new ticket is received or an existing is edited, Ticket Assignment rules are the first to be triggered when matched with criteria. Following Ticket Assignment Rules, the order of execution moves to Workflows, SLAs and then Notification Rules.

Number of Assignment Rules by Editions

Ticket Assignment rules are available only for Enterprise & Professional customers in Zoho Support. Enterprise users are allowed to create a maximum of 20 assignment rules, whereas Professional users can create 10. Each rule can be associated with a maximum of 5 targets.

Deactivation/Dis-association of Agents

You can deactivate or dis-associate an agent from a department. But the assignment rules associated with the agent would cease to work from thereon. You can always revisit the assignment rules to edit/delete the targets which may not be required anymore.

Disabling a Department

You are not allowed to disable a department when it is associated with targets in Ticket Assignment rule(s). Revisit your assignment rules to edit/delete the targets containing the department name from the 'Ticket coming to' or the 'Move Ticket to' fields. Following this, you would be able to successfully disable the intended department.

Tracking Ticket Activity

You can track the activities on a ticket by accessing its History. Though a ticket is moved between departments via Ticket Assignment rules, the activities happened on it is always archived under its history.

Disabling Rule Execution

To deactivate an individual assignment rule, click on the rule name. In the assignment rule page, uncheck the Active checkbox to make the rule inactive. Also if you want to disable the assignment rules all at once, click Disable Rule Execution in the Ticket Assignment Rules page.

Assignment Rules - Trigger Events

Assignment rules are triggered when a ticket is created or updated and being received across all channels in Zoho Support. Besides these, assignment rules are also applied when a ticket is split or merged.