Assign Technician - Basic

Automatically assign unassigned tickets to the best available technician

Overview

Automatically assign unassigned tickets to the most suitable technician based on workload, skills, and basic availability.

This is a Triggered workflow that runs when tickets become unassigned or are created without an owner.

How it works

• Triggered when tickets match your unassigned criteria
• Evaluates technician workload, skills, and availability
• Adds an internal note and assigns the ticket

Setup

1. Create the workflow

   Name it “Assign Technician - Basic” and set the type to Triggered.

2. Configure filters

   Filter for unassigned tickets using your PSA conditions.

3. Add Dispatch Ticket

   Select a technician pool. Enable checks for calendar, workload, and skills. Use workload threshold ~3.

4. Add Ticket Note and Assign Ticket

   Document the automatic decision and complete the assignment.

Variations

Board-specific assignment

Configure different technician pools and criteria per board (Help Desk, Infrastructure, Projects).

Priority-based rules

Use stricter balancing and senior pools for urgent tickets.

Time-based rules

Use business-hours vs after-hours pools and thresholds.

Best practices

• Keep technician pools updated and skills accurate
• Monitor distribution and adjust thresholds
• Test with a subset before enabling broadly