---
title: "Ticket Assignment"
section: "Agent store — Customer Service — Ticket Management"
canonical_url: "https://leverge.ai/agents/customer-service/ticket-management/ticket-assignment"
category: "Customer Service"
process: "Ticket Management"
trigger: "Run on demand"
publisher: "Ailoitte Technologies Private Limited"
---

# Ticket Assignment

Assign a queue of unassigned tickets across the team by skill, shift and current load — with the reasoning shown, so a shift lead can override any of it.

## At a glance

- Business function: Customer Service
- Process: Ticket Management
- Runs: run on demand
- Run cost: 5 credits
- Uses a knowledge base: no

## What it needs

- **Unassigned tickets** (file upload) — One row per ticket waiting for an owner.
- **Team roster** (file upload) — Who is on shift, what they handle, and how much they are already carrying.
- **Assignment rules** (form)

## How it works

1. Reading the ticket list
2. Reading the roster
3. Matching tickets to people
4. Writing the handover note

## What it returns

- **Handover note** (written summary)
- **Proposed assignments** (table of results)
- **Left unassigned** (flagged exceptions)
- **Load after assignment** (table of results)

---

Source: https://leverge.ai/agents/customer-service/ticket-management/ticket-assignment — Leverge