{"id":26,"date":"2026-09-09T04:25:40","date_gmt":"2026-09-09T04:25:40","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/26\/auto-assigning-agents\/"},"modified":"2026-09-09T04:26:06","modified_gmt":"2026-09-09T04:26:06","slug":"auto-assigning-agents","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/workflows-automation\/auto-assigning-agents\/","title":{"rendered":"Auto-assigning agents to new tickets"},"content":{"rendered":"

When a client files a ticket, NiroHelp can hand it to an agent so it does not
\nsit unowned. Configure it under NiroHelp \u2192 Settings \u2192 Tickets \u2192 Agent
\nassignment<\/strong>.<\/p>\n

Turning it on<\/h2>\n

Auto-assign tickets<\/strong> is on by default. With it off, every new ticket is left
\nunassigned.<\/p>\n

Only users holding the NiroHelp Agent role are candidates.<\/strong> An administrator
\nwho answers tickets but does not carry that role is never picked. With no
\nagents at all, tickets stay unassigned.<\/p>\n

The three strategies<\/h2>\n\n\n\n\n\n\n\n
Strategy<\/th>\nHow it picks<\/th>\n<\/tr>\n<\/thead>\n
Random<\/strong><\/td>\nPicks at random from the eligible agents. The default.<\/td>\n<\/tr>\n
Round-robin<\/strong><\/td>\nGoes down the list in order, one ticket each. Adding or removing an agent shifts the rotation, because the position counts into the current list.<\/td>\n<\/tr>\n
Least-loaded<\/strong><\/td>\nCounts each agent’s assigned tickets and picks the lowest. Ties go to whoever comes first in the list.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Max open tickets per agent<\/h2>\n

Set a cap under Max open tickets per agent<\/strong>. Leave it empty, or set it to 0,
\nfor no cap. When it is set, agents at or above the cap are skipped; if that
\nleaves nobody, the ticket goes unassigned.<\/p>\n

Read this before you set a cap.<\/strong> The count is not<\/em> limited to open tickets,
\ndespite the label. Resolved, closed and cancelled tickets are counted too, so
\nin practice the cap behaves as a lifetime total per agent<\/strong> \u2014 an agent who has
\nhandled a lot of tickets is excluded even with an empty queue.<\/p>\n

Until that changes, treat both the cap and the least-loaded strategy as
\n“total tickets ever assigned”, and size the cap accordingly \u2014 or leave it empty.<\/p>\n

When the pick happens<\/h2>\n

Exactly once, when the ticket is created.<\/strong> Later replies, status changes and
\nedits never re-pick. If nobody is eligible, the ticket simply shows as
\nunassigned.<\/p>\n

Reassigning a ticket<\/h2>\n

Auto-assignment is a starting point, not a decision. Reassign through the
\nAssigned agent<\/strong> dropdown in the Ticket details<\/strong> box on the ticket editor.<\/p>\n

WordPress’s Quick Edit<\/strong> does not<\/em> offer the agent field.<\/p>\n

When there are no agents<\/h2>\n

Tickets show No agent assigned<\/strong> in the Agent column. They are still
\nsearchable, readable and answerable, and you can assign them later. The
\n“New ticket \u2014 to agent” email is skipped, because there is nobody to send it to.<\/p>\n

Seeing the load<\/h2>\n

NiroHelp \u2192 Agents<\/strong> lists every agent with their open ticket count, total
\nassigned, and an At capacity<\/strong> badge when they have hit the limit. The View
\ntickets<\/strong> link beside each one filters the ticket list to that agent \u2014 it is the
\nonly per-agent filter there is.<\/p>\n

The dashboard<\/a> shows the same
\nload alongside each agent’s median first-reply and resolve times.<\/p>\n

Smarter routing<\/h2>\n

Routing by product, by working hours or by timezone is not built in, and there
\nis no setting for it. It is a small piece of custom work \u2014 see the
\nDevelopers<\/a> section.<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"nirohelp_product":[],"nirohelp_topic":[7],"class_list":["post-26","nirohelp_doc","type-nirohelp_doc","status-publish","hentry","nirohelp_topic-workflows-automation"],"_links":{"self":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc\/26","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc"}],"about":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/types\/nirohelp_doc"}],"author":[{"embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/media?parent=26"}],"wp:term":[{"taxonomy":"nirohelp_product","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_product?post=26"},{"taxonomy":"nirohelp_topic","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_topic?post=26"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}