Support → Settings → Assign Agent Rule → Assign Rules

Assign Agent Rules can be defined using conditions(based on custom fields and other ticker properties) and agent availability. When a ticket is submitted the applied condition evaluates the ticket and assigns an agent based on the rules. 

Conditions

Conditions are the algorithm to evaluate the ticket. You can choose any algorithm required to set up your workflow. Conditions could be based on any ticket field like status, category, subject, customer, etc. Also, you can choose the operator to compare the conditional field. For example, you can choose “equal to”, “matches”, “compare as”, and “Has word”.

For example, you have to assign the ticket of category “General” and “Pre-sale queries” to Agent 1. So you can simply set the condition as follows: Category → Matches → General and Pre-sale queries.

Agents

Provide the set of agents to whom the ticket gets assigned upon fulfilling the above condition.

Agent Availablity

If you provide a set of multiple agents then depending on the option you choose from the following the ticket gets assigned.

• Assign all of the above: If chosen then the ticket gets assigned to all the agents provided in that set. Even though, if any agent is not available at that time he/she will get assigned to that ticket.
• Assign one of the above: Sometimes it is not convenient to assign the ticket to all the agents or to agents who are not available at that time. So you can use this option to assign the ticket to the agents who have the least number of tickets or the ones who are currently available or closest to working hours.
  1. Closest working hours: If chosen then the ticket gets assigned to the agent who is available. If there is no agent available then the ticket gets assigned to the agent who is going to log in at the earliest. If there are multiple agents available at the same time then the ticket gets assigned to the agent who has the least number of tickets.
  2. Minimum workload: If chosen then the ticket gets assigned to the agent who has the least number of tickets. If multiple agents have an equal number of tickets then the ticket gets assigned to the agent who is going to log in at the earliest.

AgentGroups

If you have activated the Agentgroups add-on then you can assign the ticket to the Agentgroups. With the help of this option, you can assign the ticket to the agentgroup or its members.

• Assign group only: If chosen, the ticket will be assigned to the agentgroup. The supervisors can view the ticket and can assign the ticket to one of the members of the group.
• Assign group and one of its members including supervisors: If chosen, the ticket gets assigned to the agentgroup and one of the members. In this case, the system will treat the supervisors as an agent and the ticket can get assigned to them. Also, you have to select one condition from the following: Closest working hours or Minimum workload.
• Assign group and one of its members excluding supervisors: If chosen, the ticket gets assigned to the agentgroup and one of the members. In this case, the system excludes the supervisors and tickets can not get assigned to them. Also, you have to select one condition from the following: Closest working hours or Minimum workload.