This article provides an overview of the Ticket Assignment Policies feature and information on how to create policies, preview and manage the created policies, set the order of execution for assignment policies, and other configurations.


In this article:


Overview of ticket assignment policies

Ticket Assignment Policies in Freshservice are optimized through an advanced agent routing framework, which helps in assigning tickets efficiently and transparently by separating learning from decision-making. It balances agent availability (work schedule) and workload. Agent availability can be used as a filter, considering real-world work schedules and preventing end-of-shift assignments. Tickets are assigned by ranking available agents based on their current workload.


Administrators can configure ticket assignment rules at the workspace level.


Important note: The Ticket Assignment Policies feature is now in Private BETA, offering only the work schedule and workload-based routing. Skills-based routing will be added in future releases.


Create ticket assignment policies

To create ticket assignment policies:

  1. Go to Admin > {Workspace Name} >  Service Management > Ticket Assignment Policies.



  1. Click Create policy.



  1. Enter a relevant name for the policy. If required, add a description about the policy.

  2. Select a relevant option for matching conditions (Match All or Match Any).

  3. Click + Add conditions, and add the required conditions for Ticket Fields (such as, Subject, Status, Impact) and Requester Fields (such as, VIP User and Department).



  1. Under Agent assignment, select the relevant Agent Availability option (Assign to available agents only or Assign to all agents).

  2. Under Consider an agent's load while assigning tickets, enable the Load toggle option (if required).


Note: When the Load option is enabled, ticket assignments are prioritized based on agents with least ticket load.


  1. To configure the Work Schedule and Load settings, see Manage ticket assignment policies.

  2. Click Create. The new ticket assignment policy is created.


Manage ticket assignment policies

To manage the work schedule and load settings for ticket assignment policies:

  1. Go to the Ticket Assignment Policies page, and select a policy.



  1. (To manage the work schedule settings) Click Manage next to Work Schedule on the right pane.




The Manage work schedules section opens on the right side.



  1. To update the work schedule for a single agent, select the relevant option from the Work Schedule dropdown next to the agent name.



  1. To update the work schedule for multiple agents, select the required agents, then click Update work schedules.




Note: You can also search for specific agents using the Search and Filter options.



  1. (To manage the load settings) Click Manage next to Load on the right pane. The Manage load section opens on the right side.

  2. Enter or change the numerical value in the Load text field next to an agent name, which you want to set for an agent. Then, click the ‘Tick’ icon to save the value. The ticket load will be updated for that particular agent.



  1. Click Update to save all the changes made to the policy.


Set the assignment policies order of execution

You can prioritize the order in which tickets are routed by setting the execution order of multiple ticket assignment policies. Tickets are assigned based on the conditions configured in each policy, as well as the sequence of the assignment policies.


To set the order of execution for ticket assignment policies:

  1. Go to the Ticket Assignment Policies page.

  2. Click Reorder.



  1. Select the relevant sequence number against each policy to set the order of execution.



  1. Or, use the drag and drop option against each policy to set the preferred order.



  1. Click Save.


Preview ticket assignment policies

You can preview a ticket assignment policy to see how tickets are routed to an agent.


In the preview, you can view the list of tickets associated with the policy, and various details for each associated ticket, such as agent and agent group, agents who fit the policy, best agent for the ticket, and so on.


To preview ticket assignment policies:

  1. Go to the Ticket Assignment Policies page, and select a policy.

  2. Click Preview policy.




The Preview policy section opens on the right side, displaying the list of tickets associated with the policy.


  1. Click any ticket name to view its details.




The preview section of the selected ticket opens.


  1. Under Agents who fit this policy, you can see the system initially searches for available agents matching work schedules, then searches agents based on load.



  1. After the search is complete, you can view details of all the agents who fit the policy, and the best agent for the ticket.




Note: Click Show details to view more details of the agents with available bandwidth.


  1. Click Go Back to go back to the Preview policy section. Or, click Got it to close the preview.


Manage roles and permissions for assignment policies

You can create an admin role and configure the following permissions associated with the ticket assignment policies:

  • View Agents and and Agent groups

  • Edit Agents and Agent groups

  - Manage Agent Load

  - Manage Agent Skills

  - Manage Agent Work Schedules

  - Request out-of-office hours for someone else

  • View Assignment Policies

  • Create Policies

  • Edit Policies

  • Delete Policies


To configure roles and permissions for ticket assignment policies:

  1. Go to Admin > Global Settings > User Management > Roles.

  2. Click New Role, and select Admin role.



  1. Enter a name and description for the new admin role.

  2. Select all the necessary permissions related to agents and agent groups.

  3. Select all the necessary permissions related to ticket assignment policies.


    


  1. Click Save.