Assignment: the right request to the right person, fairly
TixDesk routes each ticket to the right team and agent automatically, using the method that suits your organization, and balances the load so work does not pile up on a few people.
Assignment methods
| Method | Best for |
|---|---|
| Round robin | Even distribution in uniform teams |
| Least busy | Teams with varying ticket complexity |
| Skill-based | Specialized knowledge |
| By branch or city | Field and multi-branch support |
| By customer or contract | MSPs and key accounts |
| By category | Specialized teams |
| Manual by supervisor | Exceptions |
Support tiers
First line
Receives, categorizes and resolves common issues.
Specialists
Deeper technical diagnosis.
Experts & developers
Complex issues and bugs.
How is work assigned today?We configure your routing rules in the demo.
Assignment & teams questions
Can we combine methods?
Yes, e.g. route by category to a team, then least busy within the team.
Are absent agents skipped?
Yes, based on availability status and schedules.
Fair, automatic assignment
No manual triage, no overloaded agents.
- Routing per category
- Workload balancing
- Tier structure