Assign Technician - Basic

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.

Create the workflow

Name it “Assign Technician - Basic” and set the type to Triggered.

Configure filters

Filter for unassigned tickets using your PSA conditions.

Add Dispatch Ticket

Select a technician pool. Enable checks for calendar, workload, and skills. Use workload threshold ~3.

Add Ticket Note and Assign Ticket

Document the automatic decision and complete the assignment.

Configure different technician pools and criteria per board (Help Desk, Infrastructure, Projects).

Use stricter balancing and senior pools for urgent tickets.

Use business-hours vs after-hours pools and thresholds.

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