Auto Assigning Tickets to Agents


  • Used Zammad version: 5.1.x
  • Used Zammad installation type: docker-compose
  • Operating system: Debian 11
  • Browser + version: Chrome v100.0.4896.127

Expected behavior:

  • Assigning open/new tickets to agents automatically

Actual behavior:

  • Not assigning

Basically I used Filters and/or triggers to assign new tickets to a certain group. There are then agents assigned to manage that group. They still however need to assign the tickets to themselves.

Is it possible that the tickets can get auto assigned to the agents in that group?


The official documentation covers this.

@awedor I saw this yes. Tickets are being auto assigned to groups, but not to the agents within the groups.
We essentially want this to work like a queue as a Round Robbin configuration.

The auto assessment has also been setup as below:


Auto assignment works as follows: First come first serve.
This means, as long as the ticket state is ‘new’ (which may not always be the case…), the first agent opening the ticket (if no owner is set yet) will be the owner of the ticket.

There’s no such thing as round robin.

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.