> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Assign Technician - Basic

> Automatically assign unassigned tickets to the best available technician

## Overview

Automatically assign unassigned tickets to the most suitable technician based on workload, skills, and basic availability.

<Info>
  This is a Triggered workflow that runs when tickets become unassigned or are created without an owner.
</Info>

<Tip>
  Prefer technicians to **pull** their own work on demand instead of Neo pushing it? See [Self-serve ticket dispatch](/recipes/technician-self-serve-dispatch) — they ask Neo for their next ticket in Teams.
</Tip>

## 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

<Steps>
  <Step title="Create the workflow">
    Name it "Assign Technician - Basic" and set the type to Triggered.
  </Step>

  <Step title="Configure filters">
    Filter for unassigned tickets using your PSA conditions.
  </Step>

  <Step title="Add Dispatch Ticket">
    Select a technician pool. Enable checks for calendar, workload, and skills. Use workload threshold \~3.
  </Step>

  <Step title="Add Ticket Note and Assign Ticket">
    Document the automatic decision and complete the assignment.
  </Step>
</Steps>

## 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