Set up auto-assignment rules so tickets and jobs are automatically directed to the right team members. This speeds up response times and reduces the need for manual assigning.
Step 1: Open Organisation Settings
⚙️ From the left-hand navigation menu, click on Organisation.
📂 In the submenu at the top right, select Auto Assignment.
Step 2: Add a Rule & Define Conditions
➕ Click Add Rule.
🔍 Choose the conditions that will trigger the rule:
Issue type – e.g., Plumbing, Electrical, Cleaning.
Building – apply the rule only to jobs raised in a specific building.
Everything – applies to all jobs raised across the account.
👉 You can add multiple conditions per rule using the Add Condition button.
Step 3: Select the Assignee(s)
👤 Assign the rule to one or more team members.
Step 4: Save & Manage Rules
💾 Click Save to confirm your rule.
📝 Rules begin working immediately once saved.
🖊️ Each rule can be edited under the three dots with the pencil icon.
🗑️ Each rule can be deleted under the three dots with the bin icon.
Step 5: Test Your Rule
🧪 Create a sample ticket that matches your rule’s conditions.
📋 Check that the ticket is automatically assigned to the correct team member(s).
Best Practice: Regularly review auto-assign rules to ensure they reflect your current team structure and workflows.
Need Assistance?
If you require further help with auto-assignment rules, reach out to us at support@faultfixers.com.