How to Enable Self-Pick Mode

Self-Pick Mode allows agents to manually choose tickets from a queue instead of having them assigned automatically. This is useful for teams that prefer handling tickets based on expertise or availability.

Before You Begin

• Make sure agents are part of the correct team or queue
• Decide if you want to disable Auto Assignment for this setup
• Ensure agents know they need to actively pick tickets

Steps

1. Log in to Synclo
   Sign in to your account and open the main dashboard.
2. Go to Ticketing & Helpdesk
   From the sidebar, click on Ticketing & Helpdesk to access your ticket system.
3. Open Automation
   Click on Automation to manage how tickets are handled.
4. Click on Assignment Settings
   This section controls ticket assignment behavior.
5. Locate Self-Pick Mode
   Find the Self-Pick Mode option in the assignment settings.
6. Turn Self-Pick Mode ON
   Enable the toggle to activate manual ticket picking.
7. Select the Queue or Team
   Choose where Self-Pick should apply (specific team, department, or queue).
8. Adjust Auto Assignment (if needed)
   If Auto Assignment is enabled for the same queue, you may need to turn it OFF to avoid conflicts.
9. Review your setup
   Confirm that:
   • Self-Pick Mode is enabled
   • The correct queue/team is selected
   • Auto Assignment won’t override it
10. Click Save Changes
    Save your configuration to apply the changes.

What Happens Next

• New tickets will remain unassigned
• Agents can view and pick tickets manually
• Tickets will be handled based on agent choice and expertise

Quick Tips

• Encourage agents to monitor the queue regularly
• Use this mode for specialized or tier-based support teams
• Combine with filters or priorities for better control