Smart Support gives you flexible ways to assign tickets to agents, ensuring fair distribution and efficient handling of support requests. You can choose the assignment method that best fits your team structure and workflow.

Access it via:
WordPress Dashboard → Smart Support → Settings → Agent Management → Agent Assignment

🛠️ Assignment Methods

1. Manual Assignment

• Tickets are not assigned automatically.
• Admins or supervisors must manually assign each ticket to an agent.
• Best for: Small teams or when you want full control over ticket distribution.

2. Round Robin

• New tickets are distributed evenly among all available agents.
• Each agent gets a turn, ensuring balanced workloads.
• Best for: Teams of equal skill level where workload fairness is key.

3. Least Busy Agent

• Tickets are assigned to the agent with the fewest active tickets.
• Ensures that no single agent gets overloaded while others are idle.
• Best for: Larger teams where workload imbalance is common.

4. Department Based

• Tickets are routed to agents within the selected department.
• Useful when your helpdesk is divided into specialized teams (e.g., Sales, Technical Support, Billing).
• Best for: Multi-department organizations needing structured ticket routing.

⚖️ Best Practices

• Use Round Robin for fairness in small/medium teams.
• Use Least Busy Agent if workloads often fluctuate.
• Use Department Based when handling different categories of support (e.g., IT, Accounts, Customer Care).
• Keep Manual Assignment only if you have very few tickets or need strict supervisor control.

✅ By configuring the right assignment method, you can improve efficiency, reduce agent burnout, and speed up response times.

👉 Next step: How to Configure Departments in Smart Support