Overview
Automatically assign unassigned tickets to the most suitable technician based on workload, skills, and basic availability.This is a Triggered workflow that runs when tickets become unassigned or are created without an owner.
How it works
- Triggered when tickets match your unassigned criteria
- Evaluates technician workload, skills, and availability
- Adds an internal note and assigns the ticket
Setup
1
Create the workflow
Name it “Assign Technician - Basic” and set the type to Triggered.
2
Configure filters
Filter for unassigned tickets using your PSA conditions.
3
Add Dispatch Ticket
Select a technician pool. Enable checks for calendar, workload, and skills. Use workload threshold ~3.
4
Add Ticket Note and Assign Ticket
Document the automatic decision and complete the assignment.
Variations
Board-specific assignment
Configure different technician pools and criteria per board (Help Desk, Infrastructure, Projects).Priority-based rules
Use stricter balancing and senior pools for urgent tickets.Time-based rules
Use business-hours vs after-hours pools and thresholds.Best practices
- Keep technician pools updated and skills accurate
- Monitor distribution and adjust thresholds
- Test with a subset before enabling broadly