Routing, SLAs and automation · Autessa Support Desk
Assignment groups
Autessa Support Desk assignment groups are the teams that own kinds of tickets, like Billing or Technical. Each group has members, a lead, a description that guides AI triage, optional subcategories, a support address and an auto-assign switch.
The problem it solves
Everybody’s ticket is nobody’s ticket
A single queue works for three people. At ten, billing questions need to reach the billing people and bugs need to reach the engineers on support duty. Assignment groups give each kind of ticket a home.
What you get
- Create groups with a name and a description of what belongs there; triage reads it.
- Add members from the Team list and choose a lead.
- Add subcategories (for example Refunds, Invoices) with their own descriptions for finer routing.
- Auto-assign on: each new ticket is assigned to the group lead, who gets an email and a notification. Off: tickets land in the group for anyone to pick up.
- Record a support address per group.
- Setup creates a General Support group automatically so new tickets always have an owner.
How it works
How does assignment groups work in Autessa Support Desk?
Create a group
Assignment Groups, New group: name and description.
Add people and subcategories
Add members, pick a lead, and add subcategories with a sentence each.
Turn on auto-assign if you want it
The lead receives each new ticket with an email and a notification.
Every option
Group settings
| Option | What it does |
|---|---|
| Name and description | The description is what triage matches tickets against. |
| Members and lead | Teammates who handle the group’s tickets; the lead receives auto-assigned tickets. |
| Subcategories | Optional second-level labels with descriptions. |
| Auto-assign | On or off per group. |
| Support address | A group-level address on record. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Create, edit and delete groups, members, leads and subcategories. |
FAQ
Questions about assignment groups
Straight answers. If something is not covered here, book a demo and ask us directly.
Can I route tickets to teams?
Yes. Assignment groups own kinds of tickets, and AI triage or automation rules send tickets to them.
Who gets an auto-assigned ticket?
With auto-assign on, each new ticket goes to the group lead, who gets an email and a notification.
What are subcategories for?
Finer routing inside a group, such as Refunds or Invoices inside Billing. Triage uses their descriptions too.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours