Manual Ticket Assignment

In Helpwave, you can manually assign tickets to specific agents or teams. To do this, navigate to the ticket you wish to assign and select the agent or team you want to handle it. Keep in mind that a ticket can only be assigned to one agent and one team at any one time.

If you need to assign tickets automatically, you can set up rules for auto-assignment. These rules can be created under Settings → Productivity → Rules, where you can define conditions for when tickets should be assigned to specific teams.

For manual assignment, you can also use the ticket assignment settings found on the path Settings → Users & Teams → Ticket Assignment. This allows you to customize the maximum number of tickets of each type of channel one agent can have assigned at any one time.

Additionally, you can manage ticket assignments through automation rules. For example, you can create a rule that assigns tickets based on specific conditions, such as the message body containing certain keywords.

Manual Assignment Process

To manually assign a ticket:

• 1. Navigate to the ticket you wish to assign
• 2. Look for the assignment dropdown in the ticket details
• 3. Select the appropriate agent or team from the dropdown
• 4. Confirm your selection to complete the assignment

Ticket Assignment Settings

The ticket assignment settings (found at Settings → Users & Teams → Ticket Assignment) allow you to configure:

• • Maximum number of tickets per agent by channel type
• • Which channels are affected by assignment settings
• • Auto-assignment preferences for team-based workflows

Using Rules for Assignment

To create an assignment rule:

• 1. Go to Settings → Productivity → Rules
• 2. Select 'Create Rule' → 'Create Custom Rule'
• 3. Define the conditions that will trigger the assignment
• 4. Specify which agent or team should receive the ticket
• 5. Save your rule

FAQs

Can I reassign a ticket that's already assigned?

Yes, you can reassign tickets at any time by selecting a different agent or team in the ticket details.

What happens when I assign a ticket to a team?

When you assign a ticket to a team, it becomes visible to all members of that team. If auto-assignment is enabled for the team, the system may further assign it to a specific team member based on availability and workload.

Can I bulk assign tickets?

Yes, you can select multiple tickets in the ticket list view and use the bulk actions menu to assign them all to a specific agent or team at once.

Why can't I access these settings?

Only the users with the Admin role (and the Account Owner) can access the settings page for this feature.