🏅Enable Smart Ticket Assignment

Assign tickets automatically among your team members

1. Access the Default Sequence

   1. Navigate to the Chatbot section in your dashboard.

   2. Click on the Default Sequence option, as it is typically the most commonly used sequence. However, if you have other sequences where ticket blocks are used and you'd like to enable Smart Assign, make sure to apply the same settings to those sequences as well.

1. Modify the Sequence

   1. Click on More within the Default Sequence interface.

   2. Select the Ticket Block from the available options.

1. Assign Tickets

   1. Under the Ticket Block, choose to assign tickets to either Agents or Groups from the dropdown menu.

   2. Groups marked with SMART in parentheses are Smart Groups.

      1. Selecting a Smart Group enables auto assignment of tickets.

      2. Incoming tickets routed through this automation sequence will be automatically distributed to the selected group in a round-robin format.

By enabling this feature, you streamline ticket distribution and ensure fair allocation among team members!