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Automatically Assign Help Desk Tickets

Automatic Assignment

Get tickets to the right agent fast with HelpSpot's automatic assignment tools.
Example of Automatic Assignment

Category Based Assignment

HelpSpot can directly assign categorized tickets without any agent input. There are a wide variety of assignment methodologies possible:
Round Robin
Assign the agents of a category one after the other so that all agents are assigned the same number over time.
Agent With Least Requests
Always assign the ticket to the agent with the least open requests.
Default Contact
Each category has a default agent. With this option that agent will be assigned to all new tickets in the category.
Random
Leave it to chance! Assign requests randomly which will be even out over time but can be uneven short term.

Mailbox Based

Your email accounts can be set to auto-apply a category to new tickets. When it does, the above 'category based assignment' will be used causing an automatic assignment.

Trigger Assignment

Use hundreds of combinations of trigger conditions to assign requests on creation automatically or when a request changes. For example, create a workflow that when a ticket is marked as escalated in the networking category it's assigned to Sarah.

Automation Rule Assignment

Automation rules are great for tracking tickets that are delayed. The rules action can reassign tickets as needed. For example, when the automation rules detect a ticket that hasn't been updated by the customer in 3 days assign it to a follow-up specialist.

Reinitialize Auto-assignment

At any time, an agent can send a request back through the categorization based auto-assignment flow. For example, reassign a ticket to the 'inbox'. If that ticket's category has auto assignment enabled the ticket will go back through the assignment flow.

Here’s what you can get done with HelpSpot in 21 days.

Today

Get up and running.

  • Free onboarding call
  • Connect your Microsoft or Google inbox
  • Start responding to tickets in minutes
Day 6

Get comfortable.

  • Optimize your ticket workflow
  • Create custom fields and automations
  • Integrate with your business systems
Day 21

Regret not switching years ago.

  • Instantly access real-time analytics
  • A 360° view of your customer support
  • Never miss a customer request again

“Does what email can't”

“Saved our customer service”

“Gets us out of jams”

“The right tool for the job”

“Made our lives easy”

“A great tool”

“It’s invaluable”

“It’s awfully good”

“A great product”

“Provides fantastic support”

“Huge time saver”

“Bang for the buck”

“It just makes sense”

“The best Helpdesk, I've used”

“Does what email can't”

“Saved our customer service”

“Gets us out of jams”

“The right tool for the job”

“Made our lives easy”

“A great tool”

“It’s invaluable”

“It’s awfully good”

“A great product”

“Provides fantastic support”

“Huge time saver”

“Bang for the buck”

“It just makes sense”

“The best Helpdesk, I've used”