Assignments, SLAs & automation

Auto-assignment

Enable auto-assign in Settings → Assignment. Modes: round-robin across online agents, load-balanced by open count, or by department. Unmatched tickets sit in a shared queue for manual claim.

SLAs

Define first-response and resolution targets per priority. The inbox surfaces tickets approaching or breaching their SLA so they get worked first. SLA performance feeds your reports.

Automation

• Triage by keyword/intent — tag, prioritize or route on creation.
• Auto-close & follow-up — keep the queue clean automatically.
• AI auto-reply / auto-resolve — let the agent handle the easy ones (see Guardrails).