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Is there a way to auto assign agents to service desk tickets?

Is there a way to auto assign a certain agent to new service desk tickets that come in?



3 answers

4 votes
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Mar 25, 2021

Hello @Charlotte,

Thank you for reaching out to Atlassian Community!

There are some options to assign tickets to a specific person when tickets are created in Service Management projects.

The best option would be to use automation because you can select different conditions, but I will also share other options. 

1 - Using automation (both classic and next-gen)

Go to Project settings > Automation > Automation > Create rule. 

When: Issue Created > Save.

On “Add component” select “New condition” and then you need to select what is the best option for your team. For example, using the “If / Else block” you can select “Issue fields condition” and then select “Issue type equals Bug”. 

After saving the component, for “Then” select New action > Assign issue and select the desired Agent A. After that, add “Else” and if “Issue type equals Service Request” then assign to Agent B.

For the automation, it will really depend on what type of issue you want to assign for each agent. 

If you want, you can share more details about your use case and I can create an example to share with you.

Screen Shot 2021-03-25 at 16.07.40.png

2 - Per request type 

Classic projects:

In this case, you just need to go to Project settings > Request types > Select a request type > Request form > Add the “Assignee” field and select the default value.

Next-gen projects:

Go to Project settings > Request types > Select a request type > Edit workflow > Select the “Create” transition > Click on “Rule” > Assing a request to someone > Select the assignee > Add > Save and close.

Screen Shot 2021-03-25 at 16.09.47.png

3 - Default assignee for all tickets (next-gen and classic)

Go to Project settings > Details. The only option here is to set the Project lead as the default assignee. 

4 - Based on issue type using the workflow (classic project only)

Go to Project settings > Workflow > Click on Screen Shot 2021-03-25 at 15.49.14.png to edit the desired workflow > Select the Diagram mode > Select “Create issue” transition. On the right side, select Post functions > Add post function > Update Issue Fields > Select “Assignee” > Select the person > Add. After that, save the workflow changes by clicking on “Publish Draft” > Select if you want to save a backup copy > Publish.

Screen Shot 2021-03-25 at 16.12.24.png

Screen Shot 2021-03-25 at 16.13.01.png

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,

I'd like to follow up on this topic because it is good if you have only 1 support agent. But most support groups will have more than one so:

Is there any app that assigns support agents to tickets (or tickets to support agents) automatically based on workload for example, or calendar availability or location? or all three???

The automation option is "ok" but it defeats the purpose of "automation" when maintaining said rule requires constant manual input.

This would be a great feature. Has anyone come up with a creative solution here for bigger support teams?

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George Wilson
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Jul 05, 2023

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1 vote
Prince Nyeche
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Mar 24, 2021 • edited

Use automation especially the assign action then choose user.


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