Creating an Assignment Rule

Create an Assignment Rule when ticket ownership should be determined automatically according to repeatable business logic.

Before creating the rule

Define:

• which tickets the rule should evaluate
• the conditions that qualify
• the assignment strategy
• the target team or agent
• fallback behavior
• what should happen when no valid assignee is available

Create the rule

1. Open Assignment Rules.
2. Create a new rule.
3. Enter a clear rule name.
4. Configure qualifying conditions.
5. Choose the assignment strategy.
6. Configure the destination or eligible assignees.
7. Add fallback behavior when supported.
8. Save the rule.
9. Test with controlled tickets.

Testing

Use both matching and non-matching tickets.

Good practices

Avoid using broad conditions that unintentionally capture unrelated work. Document the business reason for the rule so future administrators understand why it exists.