How to Set Up Round-Robin Ticket Assignment in CrmLeaf
All editions. Core feature - no add-on required.
Availability: All editions. Core feature - no add-on required.
Overview
Round-robin assignment lets CrmLeaf choose the agent for a new ticket automatically, distributing incoming tickets across your agents in turn instead of leaving them unassigned or relying on someone to hand them out. It removes the delay between a request arriving and someone owning it.
This article is for Administrators. It covers what round-robin assignment does, what must be configured for it to work, and how to verify it.
How It Works
Round-robin is an automatic agent selection rule. When a new ticket is created, the system picks the next agent in turn rather than waiting for a manual selection.
Enable agents → Turn on round-robin → Ticket arrives → Agent auto-assigned → Review balance
- Assignment draws on the agents enabled for the ticket's group, so the group configuration controls who is in the rotation.
- The assigned agent is recorded on the ticket exactly as a manual assignment would be, and the change appears in the activity log.
- Tickets created by any route can be auto-assigned, including tickets created from a connected mailbox when the Email Ticketing module is in use.
- The assigned agent can still be changed afterwards by a user with permission to edit the ticket.
Who Can Use This Feature?
Administrator
- Enable and disable round-robin agent assignment.
- Control who is in the rotation by managing the agents enabled for each group.
- Reassign a ticket when the automatic choice is not the right one.
This functionality is available only to Administrators.
Prerequisites
- Ticket groups are created and each has its agents enabled (see How to Configure Ticket Types, Groups and Agents in CrmLeaf).
- At least two agents are enabled, otherwise there is nothing to rotate between.
- Each agent's role gives them a ticket visibility scope that lets them see the tickets assigned to them.
For Administrators
Step 1: Confirm the agent rotation
What to do: Review each group and the agents enabled for it. Remove agents who should not receive tickets automatically - for example specialists you only want to involve on escalation.
What to verify: Each group's enabled agent list is exactly the set of people who should receive tickets in turn.
Step 2: Turn on round-robin assignment
What to do: In the ticket settings, enable round-robin agent assignment, then select Save.
What to verify: The setting is saved and shows as enabled when you reopen the screen.
Step 3: Test with a new ticket
What to do: Create a test ticket for the group you configured, without selecting an agent yourself. Save it and open it again.
What to verify: An agent from that group is shown as assigned, and the activity log records the assignment.
Step 4: Review the distribution
What to do: After the first week, filter the ticket list by agent and check that the volume is spread as you expect. Adjust the enabled agents per group if one queue is carrying too much.
What to verify: No agent is receiving tickets for a group they should not handle.
Expected Result
New tickets are assigned to an agent automatically, in turn, from the agents enabled for the ticket's group, and the assignment is visible on the ticket and in its activity log.
Service Organisation Context
On a support retainer, the gap between a request arriving and someone owning it is the part a client notices. Round-robin removes that gap by drawing from the agents enabled for the ticket's group, so a managed-service queue always has a named owner. Because it distributes turn by turn and does not read how busy anyone already is, service organisations that mix short queries with long investigations usually review workload separately - the Time Log and Task reports are the practical check. The same behaviour suits any shared queue, including an internal helpdesk.
Important Notes
- Menu names and their position can differ between product editions and can be customised for your account, so your sidebar may not match these paths exactly. Use Search or your Quick Access items if you cannot find a screen.
- Round-robin distributes tickets in turn. It does not measure how busy an agent already is, so review workload separately if your tickets vary widely in effort.
- Automatic assignment does not replace permissions. An agent who is assigned a ticket still needs a ticket visibility scope that includes it.
- Adding or removing agents from a group changes the rotation immediately for tickets created afterwards.
Common Scenarios
Example: an agent goes on leave. Remove them from the group's enabled agents while they are away, so new tickets are shared between the remaining agents, then re-enable them on return.
Example: email requests must never sit unowned. With Email Ticketing connected and round-robin enabled, a ticket created from an incoming message arrives with an owner already set.
Troubleshooting
| Issue | Possible Cause | Resolution |
|---|---|---|
| New tickets have no agent. | Round-robin assignment is not enabled, or the ticket's group has no enabled agents. | Enable the setting and enable at least one agent for the group. |
| The same agent receives most tickets. | Only that agent is enabled for the group in question. | Enable additional agents for the group. |
| An agent receives tickets they should not handle. | They are enabled for a group outside their responsibility. | Remove them from that group's enabled agents. |
| An assigned agent cannot open their ticket. | Their role's ticket visibility scope does not include it. | Review the role's ticket permission scope. |
Frequently Asked Questions
Can I still assign a ticket manually?
Yes. A user with permission to edit the ticket can change the assigned agent at any time.
Does round-robin consider working hours or current workload?
The documented behaviour is turn-by-turn distribution among enabled agents. Monitor workload separately.
Does it apply to tickets created from a mailbox?
Tickets created through the Email Ticketing module are tickets like any other, so automatic assignment applies to them.
Related Articles
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