Automatic ticket assignment

By default tickets arrive unassigned and anybody can pick them up. In Settings you can switch to automatic assignment.

• Round robin distributes new tickets evenly across available agents, one after another.
• Least busy gives the ticket to the agent with the fewest open conversations.

You choose separately whether the rule applies to email, to live chat, or to both. Agents can mark themselves unavailable in their profile, and the rules skip them until they return, which is what you want during holidays or focus time.

Automatic assignment does not lock a ticket. An agent can still reassign a conversation from the ticket sidebar when it needs different expertise.