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This action assigns tickets to specific technicians in your PSA system. It can also update ticket status, create calendar appointments, and send email notifications to keep everyone informed about new assignments.
Automating ticket assignment ensures tickets get to the right people quickly without manual intervention. Combined with scheduling features, it helps manage technician workload efficiently and keeps the assignment process transparent with automatic notifications.
This action is available as both a Triggered and Scheduled action in a workflow.

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How it works

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Step 1: Collect Assignment Information

The action receives information about which tickets to assign and who should handle them. This usually comes from a previous Ticket Dispatch action that analyzed tickets and suggested the best technicians.

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Step 2: Update Ticket Ownership

For each ticket, it updates the owner/primary resource field in your PSA to assign it to the suggested technician.

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Step 3: Status Management (Optional)

If enabled, it changes the ticket status to reflect the assignment (like changing from “New” to “Assigned”).

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Step 4: Calendar Integration (Optional)

If scheduling information is provided, it can:
  • Create new calendar appointments for the technician
  • Update existing tentative appointments with confirmed details

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Step 5: Notification (Optional)

If enabled, it sends an email to the newly assigned technician informing them about their new ticket.

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Setup

Assignment source: Takes recommendations from previous actions (usually Ticket Dispatch) about which technician should handle each ticket. Calendar management (optional): Create new calendar appointments or update existing tentative entries for scheduled work. Status updates (optional): Automatically change ticket status after assignment (like “Assigned”, “Scheduled”, or “In Progress”). Notifications (optional): Send email notifications to newly assigned technicians.

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What you get

After running, you’ll see confirmation of which tickets were assigned, details about successful assignments, and status of any calendar entries that were created or updated.

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Common use cases

Setup:
  1. Ticket Dispatch - Analyzes tickets and suggests best technicians
  2. Assign Ticket to Technician - Applies the suggestions and creates calendar appointments
  3. Update status to “Scheduled” Result: Tickets are automatically routed to the right people with calendar time blocked
Setup:
  1. Ticket Dispatch - Suggests appropriate technician
  2. Assign Ticket to Technician - Assigns ticket and updates status to “Assigned” Result: Tickets are routed efficiently with proper status tracking
Setup:
  1. Manual assignment rules or Ticket Dispatch suggestions
  2. Assign Ticket to Technician - Assigns multiple tickets and notifies all affected technicians Result: Multiple tickets assigned simultaneously with everyone informed
Setup:
  1. Ticket Dispatch - Suggests technician and optimal timing
  2. Assign Ticket to Technician - Assigns ticket, creates calendar appointment, and sets status to “Scheduled” Result: Tickets are assigned with proper time management and calendar integration

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Best practices

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Combine with Ticket Dispatch

This action works best after a Ticket Dispatch action that analyzes tickets and determines the optimal technician assignments.

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Verify Status Names

Make sure the status you choose for “Target Status” exists in your PSA and is appropriate for the ticket’s board or queue.

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Coordinate Calendar Management

When using scheduling features:
  • Ensure technician calendars are accurately maintained in your PSA
  • Verify working hours are correctly configured
  • Test calendar integration before using in production

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Test Email Notifications

If enabling email notifications, verify that technician email addresses are current and that emails are being delivered properly.

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Monitor Assignment Success

Check the Event History regularly to ensure assignments are working correctly and to identify any patterns of failures.

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Consider Timing

For scheduled workflows, consider when assignments happen - avoid assigning tickets outside business hours unless appropriate.

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Example workflows

  1. Ticket Dispatch - Analyzes new tickets and suggests best technicians with timing
  2. Assign Ticket to Technician - Assigns tickets, creates calendar appointments, updates status to “Scheduled”, and emails technicians
  3. Result: Complete automation from ticket creation to technician assignment with calendar management
  1. Filter Tickets - Find high-priority unassigned tickets
  2. Ticket Dispatch - Suggest technicians based on expertise and availability
  3. Assign Ticket to Technician - Assign immediately and notify technicians
  4. Result: High-priority tickets get immediate attention from the right people
  1. Find Entities - Identify maintenance tickets scheduled for specific times
  2. Ticket Dispatch - Match technicians with appropriate skills and availability
  3. Assign Ticket to Technician - Assign with calendar blocking and status updates
  4. Result: Maintenance work is properly scheduled and assigned

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Integration notes

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ConnectWise

  • Integrates with ConnectWise scheduling and resource management
  • Works with ConnectWise’s built-in email notification system
  • Supports ConnectWise board and status configurations

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Autotask

  • Compatible with Autotask’s resource and queue management
  • Integrates with Autotask’s calendar and scheduling features
  • Works with Autotask’s notification preferences
The action handles the technical details of PSA integration automatically, so you can focus on ensuring tickets get to the right people at the right time.