Assignment & routing

Every ticket can be assigned to a team member who is responsible for resolving it. Unassigned tickets show up in the dashboard's "Unassigned" count so nothing falls through the cracks.

How assignment works

Each ticket has a single assignee — one team member responsible for it. The assignee is tracked as an Actor field, meaning it references a user in your organization.

When the assignee changes, Auxx.ai:

• Records the change in the ticket's activity timeline
• Publishes assignment events (useful for workflows and integrations)
• Updates the dashboard metrics

Assign a ticket

From the ticket detail view

1. Open a ticket
2. Click the Assignee field in the sidebar
3. Select a team member from the dropdown

The dropdown shows all members of your organization.

From the ticket list

1. Select one or more tickets using the checkboxes
2. Click the Assign bulk action
3. Choose a team member

This is the fastest way to assign or reassign multiple tickets. See bulk actions for more.

Remove an assignment

Click the assignee field and clear the selection, or set it to empty. The ticket returns to the unassigned pool.

Automate assignment with workflows

For automatic routing, use workflows. You can create rules that automatically assign tickets based on conditions like:

• Ticket type — route refund tickets to your billing team
• Priority — assign urgent tickets to senior agents
• Contact — route VIP customers to a specific team member
• Keywords — assign tickets mentioning "shipping" to your logistics team

Workflows give you full control over routing logic without writing code.

Tracking assignment changes

Every assignment change is logged in the ticket's activity feed with:

• Who made the change
• Who was assigned or unassigned
• When the change happened

This gives you a complete audit trail of ticket ownership over time.

Next steps