Ticket Assignment - User Guides

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Ticket assignment controls whether incoming tickets are picked manually or automatically routed to available agents. Use it to keep ownership clear, balance workload, and avoid multiple teammates replying to the same customer.

QwryAI ticket assignment context — Assign tickets from the conversation or ticket detail view.
Choose manual, balanced, or round-robin assignment.
Set availability and optional max ticket limits before relying on auto-assignment.

Assignment Methods

Method	Use when	Behavior
Manual	Small teams or specialized tickets need agents to choose work themselves.	New tickets stay in the shared inbox until someone assigns or picks them up.
Balanced	You want the lightest workload to receive the next ticket.	Available agents are checked, capacity limits are applied, then the agent with the fewest open tickets is selected.
Round Robin	You want a predictable rotation across available agents.	The agent who has waited the longest since their last assignment receives the next ticket.

Capacity and Availability

New agents start as Away until an admin or the agent changes their status.
Max ticket limits apply to auto-assignment, not manual assignment.
Reassignment does not automatically change the ticket status.
The Away toggle switches only between Away and Available; Busy and Paused should be managed by an admin.

Status	Auto-assignment behavior
Available	Manual agent can receive new tickets if other assignment rules allow it.
Away	Manual agent is not eligible for new automatic tickets.
Busy	Manual agent is not eligible until the status changes.
Paused	Manual agent is intentionally excluded from automatic assignment.
On shift	Scheduled agent is eligible when the current time is inside the assigned shift and no time off applies.
Off shift	Scheduled agent is not eligible until the shift window opens again.