Tickets and auto-assign
Turn conversations into tickets with status, priority, and automatic assignment to the right agent.
Tickets & auto-assign
When a conversation needs follow-up, it becomes a ticket — a tracked unit of work with status, priority, and an owner. Tickets are created automatically at human handoff (linked back to the original conversation) or manually by an agent, and every ticket carries the visitor's identity so your team always has the full history.
Status & priority
- Statuses: open, in-progress, waiting, resolved, closed, reopened.
- Priorities: low, normal, high, urgent.
Categories & SLA
Tickets can be filed under a category (e.g. Billing, Technical, Sales). A category can set a default priority, default watchers, and an SLA. When a ticket is created in that category, IotaBot automatically starts SLA timers — a first-response deadline and a resolution deadline — and flags the ticket if either is breached.
How auto-assignment works
IotaBot can route a new ticket to the right person automatically. There are two complementary mechanisms:
1. Department-based routing (least-busy)
When a ticket is created with a department (for example, the AI hands off a billing query to the Billing department), IotaBot picks the agent like this:
- Eligible pool — active team members in that department who have “auto-assign tickets” enabled on their profile.
- Least-busy wins — for each eligible member, IotaBot counts their currently open tickets (anything not resolved or closed) and assigns the new ticket to whoever has the fewest. This balances load fairly across the team.
- No one available — if the department has no eligible members, the ticket stays unassigned in the queue for a supervisor to pick up.
2. Category assignment strategies
A category can also define its own assignment strategy, applied when tickets land in it:
- None — leave unassigned for manual pickup.
- Round-robin — cycle through eligible agents in turn.
- Least-busy — assign to the agent with the fewest open tickets.
- Specific agent — always route to one named agent.
- Team — route to a designated team.
Every assignment, reassignment, status change, and SLA breach is recorded on the ticket's timeline, so you always have a full audit trail of who did what and when.