Assignment routing

When tickets and live chats are given out automatically, skip the people who are not working right now: on leave, outside their shift, or away on the phone system.

Contents: Who can use it · Turn it on · Right now · How it works · Example · FAQ

Who can use it

Staff who manage ticket settings. Where: CRM → CRM settings → Tickets and service → Assignment routing (classic menu: Tickets settings → Assignment routing).

Turn it on

Switch	What it does
Skip people on leave	Skips anyone with approved leave in HR today
Skip people outside their shift	Skips anyone whose HR shift does not cover this moment (holidays, weekly offs and night shifts included)
Skip people away on the phone system	Skips queue agents in the states you pick: Logged out, On break (the default), and optionally On a call, Ringing, Wrap-up
Ticket auto-assignment / Live chat routing	Which kinds of work the rules apply to
When everyone is skipped	Leave it unassigned (in the queue) or Assign anyway

Every change is saved at once ("Routing saved."). All switches are off until you turn them on, so nothing changes for you before that.

Right now

The Right now list shows your active members and, for each, Available or why they would be skipped at this moment (On leave, Off shift, Phone: On break). Use it to check your rules before a busy shift.

How it works

• Ticket auto-assignment rules (the call's agent, the category owner, a team by round robin or fewest open tickets) and team assignment try the next person when one is skipped. A rule that names one person moves on to the next rule.
• Live chat gives the chat to the least busy online agent who is not skipped; if nobody is left the chat waits in the queue.
• People without an HR record or without a queue extension are never skipped for that rule.

Example scenario

Night shift starts at 20:00. With Skip people outside their shift on, a ticket created at 21:00 goes to Selim (night shift) instead of Karim (day shift, gone home). When Selim presses break on his phone, new chats go to the other night agent.

Troubleshooting and FAQ

Tickets stay unassigned. Everyone in the rule was skipped and When everyone is skipped is Leave it unassigned. Check Right now, or choose Assign anyway.

Someone on leave still got a ticket. The leave must be approved in HR, and Skip people on leave must be on for Ticket auto-assignment.