Assignment Rules automatically route tickets to the right agent, team, or department in Zoho Desk, so tickets don't sit unassigned waiting for someone to notice them.
Routes a ticket to a specific agent, team, or department based on conditions you define, such as sending every ticket with Problem Type equal to Billing to a specific team. This gives predictable, clear ownership, well suited to tickets that need a specific team's expertise.
Distributes tickets across a pool of agents to balance workload, using one of three patterns:
| Type | How it works | Best for |
|---|---|---|
| Load-based | Tickets go to the agent with the fewest in their queue, up to a configured capacity | Evenly distributing workload |
| Skill-based | Tickets go to the agent whose skills best match the ticket's criteria | Language, product, or domain-specific tickets |
| Sequential | Tickets rotate through agents in a fixed, alphabetical order | Simple, predictable rotation |
Fine-tune how Round Robin behaves: include or exclude offline agents from the queue, set ticket limits per agent or department, assign backlogged tickets automatically as agents become available, and choose whether new tickets assign instantly or queue up.
Zia can be trained to predict field values on a ticket, such as category or priority, and once those values are set, an assignment rule or workflow can then route the ticket accordingly, reducing manual triage.