Zoho Desk: Smart Ticket Assignment Rules

Note: The visuals depicted above are for illustrative purposes only and do not guarantee exact results or interface design.

This solution replaces basic ticket workflows with automated assignment rules tailored to your support team’s structure. Tickets are distributed based on skills, availability, and a balanced load — so agents work efficiently and no request goes unaddressed.

What’s Included

• Configuration of up to 3 custom ticket routing logics, such as:

• Skill-based assignment

• Round-robin ticket distribution

• Workload-aware routing

• Testing and validation of routing logic

• PDF documentation outlining rule flow, sequence, and fallback

• Final configuration hand-off for internal admin ownership

Optional Add-Ons

Looking to scale or optimize further? Add:

• SLA policy automation (response deadlines, escalations)

• AI-based assignment using ticket sentiment or category

• Reporting dashboards on ticket flow and assignment patterns

Prerequisites (Client Responsibilities)

• Active Zoho Desk email ticketing system

• Agent list with skill tags and team associations

• High-level routing criteria (e.g., by keyword, channel, ticket type)

⚠️ No technical input needed — just the structure and team info.

Ideal For

• Scaling support teams needing efficient ticket distribution

• Organizations using tiered or skill-based service

• Businesses are facing delays due to manual ticket assignments