How to Enable Auto Assignment

Auto Assignment automatically assigns new tickets to agents, so your team doesn’t have to manually manage incoming requests. This helps improve response time and keeps your workflow organized.

Before You Begin

• Ensure your agents are added to the correct team or queue
• Make sure agents are active in the system
• Decide how tickets should be assigned (for example, evenly or based on rules)

Steps

1. Log in to Synclo
   Sign in using your credentials and access your main dashboard.
2. Navigate to Ticketing & Helpdesk
   From the left sidebar or main menu, click on Ticketing & Helpdesk to open the support module.
3. Go to Automation
   Inside the module, find and click on Automation. This section controls how tickets are handled automatically.
4. Open Assignment Settings
   In the Automation panel, click on Assignment Settings to manage how tickets are assigned to agents.
5. Locate Auto Assignment
   Look for the Auto Assignment option. This is usually shown as a toggle or switch.
6. Turn Auto Assignment ON
   Click the toggle to enable it. Once turned on, Synclo will start assigning tickets automatically.
7. Select the Team or Agents
   Choose the team, department, or specific agents who should receive incoming tickets.
   Make sure only relevant and active users are selected.
8. Choose the Assignment Method
   If available, select how tickets should be assigned. For example, you may choose an even distribution method like round robin or another logic based on your workflow.
9. Review your setup
   Double-check that:
   • Auto Assignment is enabled
   • The correct team or agents are selected
   • No inactive users are included
10. Click Save Changes
    Save your settings to apply the configuration.

What Happens Next

• Every new ticket will be automatically assigned to an agent
• Tickets will no longer stay unassigned in the queue
• Your team can respond faster without manual routing

Quick Tips

• Test your setup by creating a sample ticket
• Update the assigned team if your support structure changes
• Avoid including inactive agents to prevent delays