Configure teams and assignment

Both products

What you'll achieve

Leads and tickets that are distributed automatically reach the right person.

Before you start

• The members invited.
• Permissions workspace.update (categories) and workspacePermissions.update (each member's rules).

Step by step

1. Commercial lines. In Settings → General → Assignment categories, click Manage and create the client's commercial lines.
2. Per-person rules. In Team → Members → Edit member, turn on This user will have assignment rules and fill in:
   • Assigned city (required for technicians).
   • Categories they handle.
   • Geographic coverage: Covers the whole country or departments.
   • Handles e-commerce platform issues.
   • Ticket types they handle.
   • Responsibilities and/or extra notes.
3. Personal calendars. Each person with rules connects their calendar in My account → Your personal calendar.
4. Campaigns. When launching a prospection, the Commercial line of the Context step defines who its leads are distributed to (empty = by area and workload).

How it's used

• Tickets: with Automatic assignment, the ticket goes to whoever handles that ticket type in that area. If no one matches the rules, it stays unassigned and a notification is sent.
• Prospecting leads: by the campaign's commercial line or, if it has none, by area and workload.
• Projects: the project's City assigns its cases and leads to whoever handles that area.

How to verify

• The Assignment column in Members shows each person's rules.
• Team → Performance shows each person's Workload.