Direct Assignment

Direct Assignment routes qualifying work to a specific team, agent, or supported ownership target.

When to use direct assignment

Use it when responsibility is known in advance and does not need to be distributed across several eligible agents.

Examples include specialized queues or requests that always belong to one operational owner.

Configure the destination

Choose the valid team or agent that should receive qualifying tickets.

If the Helpdesk requires a team and agent relationship, make sure the selected agent is eligible for that team.

Conditions

Use assignment conditions to ensure only the intended tickets are routed directly.

Availability

Consider what should happen when the configured agent is inactive or unavailable.

Fallback behavior may be necessary.

Good practices

Review direct assignments regularly. Permanent routing to one individual can become a bottleneck if responsibilities change or the agent leaves the team.