PHPJunkyard support forum

Any instruction for the auto assign ticket logic?
It based on random or any logic sequence?

Hesk looks up users who have access to the ticket category and can respond to tickets, then assigns the ticket to the person with the fewest open (unresolved) tickets.

If several people have the same amount of open tickets, it is assigned randomly to one of them.

Note that you can further control auto-assign functionality like this:

a) on the "Team" page, you can exclude individual users from the auto-assign
b) on the "Categories" page, you can adjust auto-assign settings for each category
c) in Hesk Cloud Plus, you can also use the "Escalate" module to assign tickets automatically, for example, if a ticket is not replied to or resolved within a timeframe.