Automatic assignee assignment

Hanna can assign Tickets assignees based on the customer and department. To ensure clear results, organize the customer assignees and Staff departments before enabling the automation.

Last updated 13 days ago

Available options:

by department – the assignees belonging to the specific department are selected;
by client's responsible persons – the persons specified in the client card are used;
for customer portal accounts, the team member responsible for the client's last interaction may be used;
first responder – if the item does not yet have an assignee assigned, the person who provides the first response becomes the assignee.

The rules follow a priority order. When the "by department" option is enabled, the system first looks for assignees specifically within that department. A subsequent, more general rule may not be applied to the same creation action.

If an assignee is not assigned, check whether the client has an assigned assignee, whether that person belongs to the required department, and whether that department has been selected. The "first responder" rule does not overwrite existing assignee assignments.

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