Ticket Auto-Assignment in Support Box has been enhanced to provide smarter, more flexible, and availability-aware ticket routing.

Tickets can now be automatically assigned not only during ticket creation, but also during ticket updates such as manual edits, API updates, and Email-to-Ticket flows. The enhancement also considers agent availability before assignment, helping ensure tickets are routed only to active agents.

In addition, fallback assignment handling and improved workflow controls provide better reliability and coverage during ticket distribution.

What’s New

Auto-Assignment for New & Existing Tickets

Admins can now configure workflows for:

• New Tickets
• Existing Tickets
• Both New & Existing Tickets

This allows assignment workflows to trigger during ticket updates as well, ensuring routing consistency throughout the ticket lifecycle.
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Availability-Based Assignment

Ticket assignment now considers real-time agent availability.

Admins can configure workflows to:

• Skip agents who are On Leave
• Skip agents who are Punched-Out or unavailable

This helps ensure tickets are assigned only to active agents.

Fallback Auto-Assignment

If no workflow conditions match for new API-created tickets, fallback assignment rules can now automatically assign the ticket instead of leaving it unassigned.

Improved Workflow Configuration

Workflow setup now supports:

• AND / OR condition logic
• 24×7 workflow execution
• Specific time-based activation
• Team and Agent-level assignment rules
• Attendance-based assignment skipping

These controls help teams configure more precise and business-oriented routing workflows.

How It Works

1. Admins configure Ticket Auto-Assignment workflows with conditions and assignment rules
2. The system evaluates ticket details and agent availability in real time
3. Tickets are automatically assigned based on configured workflow conditions
4. If no workflow matches, fallback assignment is applied for eligible API tickets

Why It Matters

• Reduces manual ticket assignment effort
• Improves assignment reliability and coverage
• Prevents tickets from being assigned to unavailable agents
• Helps reduce unattended or unassigned tickets
• Improves overall ticket handling efficiency

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