Setting up Assignment Rules - Zoho Desk Knowledgebase

Creating Ticket Assignment Rules

Assignment rules help you automatically assign the tickets that are received in your Zoho Desk. The rule based on certain specified conditions can route tickets to the appropriate department and further assign ownership to it. While this makes sense for new tickets, you can also trigger an assignment rule when tickets are updated in your help desk.

Ticket Assignment Workflow
  1. Create a Direct Assignment rule.
  2. Add targets to the rule.
  3. Define the rule criteria and assignment values.
  4. Save the rule.
Permission Required
Users with the Support Administrator permission profile can access this feature.
Check Feature Availability and Limits

Notes:
  • Assignment rules are applicable only for the Tickets module.
  • Only users with Profile permission for managing Help Desk Automation can access this feature.
  • Assignment rules are available only in the paid plans of Zoho Desk.
  • You can create a maximum of 5 rules, 15 rules and 30 rules per organization in the Standard, Professional and Enterprise editions, respectively.
  • Each rule can be associated with a maximum of 5 targets.
  • You can associate up to 25 different criteria in each rule entry.

To set up an assignment rule:

  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Assignment Rules under Automation.
  3. In the Direct Assignment Rules List page, click New Direct Assignment in the upper-right area.
  4. In the New Direct Assignment Rule page, do the following:
    • Enter the Rule Name.
    • Specify the Execution Criteria for the rule.
      You can choose either Ticket Creation or Ticket Updation or both.
  5. Click Add Target.



  6. In the Add Target page, do the following:
    • Ticket coming to: Select the department where you would receive the tickets.
    • Criteria: Enter criteria for the rule.
    • You can associate up to 25 criteria using AND / OR operators.
    • Move ticket toSelect the department were you want the tickets to be moved.
    • Assign ticket toSelect the agent who should be assigned as the owner of the tickets.
  7. Click Save.



Workflow Rules vs. Assignment Rules
Though both the workflow rules and the assignment rules can be used to assign tickets, here are the two primary differences between them:
  1. Unlike workflow rules, assignment rules can be used to route the support tickets to the appropriate department.
  2. While more than one workflow rule can be triggered for a ticket, it is only the first target (matching criteria) that is executed in an assignment rule. All the other targets will cease to trigger.

Deactivating Assignment Rules
You can activate or deactivate the assignment rules at any time. When you deactivate a rule, it will be labeled as Inactive. Assignment rules can be reactivated, when needed.
To deactivate assignment rules:
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Assignment Rules under Automation.
  3. In the Direct Assignment Rules List page, click to open a rule.
  4. In the Rule Details page, uncheck the Active option.
  5. Click Save.
You can also click the toggle to activate or deactivate all the assignment rules in one go.

Deleting Assignment Rules
Assignment rules can be deleted when not in use. When you delete a rule, it will be permanently removed from your help desk and cannot be recovered.
To delete assignment rules:

  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Assignment Rules under Automation.
  3. In the Direct Assignment Rules List page, click the Delete icon  ) for the corresponding rule.
  4. Click OK to confirm.

Notes:
  • The option to route tickets between departments is visible only when you have more than one department.
  • The 'Assign ticket to' field will list only those agents who are active and confirmed in your Zoho Desk.
  • The assignment rules will be triggered even when a ticket is split (create) or merged (update).
  • You can disable a department only when it is removed from the rule targets.
  • Deactivating an agent will also deactivate the rules associated with that agent.
  • Assignment rules are the first to be executed followed by workflows, SLAs and notification rules in that order.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION








                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series


                                          • Digest


                                          • Functions


                                          • Meetups


                                          • Kbase


                                          • Resources


                                          • Glossary


                                          • Desk Marketplace


                                          • MVP Corner


                                          • Word of the Day


                                            Zoho Marketing Automation

                                              Zoho Sheet Resources

                                               

                                                  Zoho Forms Resources


                                                    Secure your business
                                                    communication with Zoho Mail


                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times


                                                      Carry your calendar with you
                                                      Anytime, anywhere




                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now




                                                                      Zoho TeamInbox Resources



                                                                              Zoho DataPrep Resources



                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW


                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now









                                                                                                      • Related Articles

                                                                                                      • FAQs: Assignment Rules

                                                                                                        What is an assignment rule and why do I need it? Assignment rule is an automation tool that lets the support administrator automate the process of assigning tickets to agents. Customer support is a crucial job, and timely and effective resolution of ...
                                                                                                      • Assigning Tickets in Round-Robin Order

                                                                                                        Simply put, Round Robin is a rotation through a group. In Zoho Desk parlance, Round Robin is a method of assigning tickets to agents. The round robin rule will distribute and assign the incoming tickets equally amongst a group of agents. For example, ...
                                                                                                      • FAQs: Working on Tickets

                                                                                                        What are Tickets Tabs in Zoho Desk? Tickets Tabs in Zoho Desk are designed to organize and provide contextual information about support tickets within the help desk system. These tabs enable users to connect tickets with other standard modules of ...
                                                                                                      • FAQs: Ticket Management

                                                                                                        What is a ticket and where does it originate from? Tickets are support requests that are submitted by customers. They contain the support conversations and other important details, such as priority, category, and status, that help agents categorize ...
                                                                                                      • FAQs: Automation

                                                                                                        What is automation and why do we need it in Zoho Desk? The process of minimizing or eliminating manual effort for doing a task is called automation. At times, we require a task to be done automatically without any manual input of data. For example, ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace

                                                                                                          Resources

                                                                                                          Videos

                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                          eBooks

                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                          Webinars

                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                            Zoho Show Resources