{"id":983,"date":"2022-04-22T19:28:02","date_gmt":"2022-04-22T19:28:02","guid":{"rendered":"https:\/\/support.grispi.com\/knowledge-base\/how-can-i-set-the-rules-for-assigning-tickets\/"},"modified":"2025-06-12T13:55:58","modified_gmt":"2025-06-12T13:55:58","slug":"how-can-i-set-the-rules-for-assigning-tickets","status":"publish","type":"ht_kb","link":"https:\/\/support.grispi.com\/en\/knowledge-base\/how-can-i-set-the-rules-for-assigning-tickets\/","title":{"rendered":"Can I automatically assign tickets to a specific group or agent?"},"content":{"rendered":"\n

You can automatically assign incoming tickets to specific people or groups.<\/p>\n\n\n\n

You can do this by adding a Trigger<\/strong>, which allows you to automatically assign incoming tickets based on certain criteria. For example, when a customer submits a ticket on a specific topic, you can automatically route it to the relevant department or support agent.<\/p>\n\n\n\n

1. Click on Settings \u2192 Business Rules \u2192 Triggers<\/strong>.<\/p>\n\n\n\n

2. Click the Add Trigger<\/strong> button.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

3. On the page that opens, enter the trigger name and description.<\/p>\n\n\n\n

Then, define the conditions under which the automatic assignment should be applied.<\/p>\n\n\n\n

For example:<\/p>\n\n\n\n

    \n
  • If the ticket comes from a specific form<\/li>\n\n\n\n
  • If the ticket has a specific tag<\/li>\n\n\n\n
  • If the subject or content contains specific keywords, etc.<\/li>\n<\/ul>\n\n\n\n
    \"\"<\/figure>\n\n\n\n

    4. In the Action<\/strong> field, select Assignee<\/strong>, and choose the group or person you want the ticket to be assigned to.<\/p>\n\n\n\n

    5. Click the Save<\/strong> button.<\/p>\n\n\n\n

    \"\"<\/figure>\n\n\n\n

    Once the condition is met, the incoming ticket will be automatically assigned to the selected person or group.<\/p>\n\n\n\n

    You can automate your workflows by adding multiple automatic rules in the Triggers<\/strong> section.<\/p>\n","protected":false},"excerpt":{"rendered":"

    You can automatically assign incoming tickets to specific people or groups. You can do this by adding a Trigger, which allows you to automatically assign incoming tickets based on certain criteria. For example, when a customer submits a ticket on a specific topic, you can automatically route it to the…<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"googlesitekit_rrm_CAowiMm_DA:productID":"","footnotes":""},"ht-kb-category":[39],"ht-kb-tag":[],"class_list":["post-983","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-demand-management"],"yoast_head":"\nCan I automatically assign tickets to a specific group or agent? - Grispi Support<\/title>\n<meta name=\"description\" content=\"Can tickets be automatically assigned to specific agent or groups in Grispi? How to add a trigger? 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