Auto-assign threads to teams

You can enable Auto-assignment in your team's settings to ensure threads are automatically distributed to team members evenly and fairly.

How it works

When a thread has the team label assigned the auto-assignment process:

1. Collects all members of the selected team.

2. Filters out teammates who are Away.

3. Filters out anyone who has reached their capacity for auto-assigned threads.

4. Assigns the thread to the eligible teammate with the lowest current load, in a fair round-robin.

5. To determine which thread to auto-assign next, we pick the one with highest priority first and oldest create date second.

If no one is eligible, the thread stays Unassigned in Todo until someone becomes available.

Capacity is a per-person limit for threads assigned by these rules. You can adjust it in the rule settings.

Set it up

1. Create (or confirm) your team
   Go to Settings → Labels and add your team and its members.

2. Enable Auto-assignment
   Toggle Auto-assign threads for this team and configure the capacity you want

3. Save and enable
   New matching threads will now auto-assign.

Continuous routing

Whenever a teammate completes work, the rule re-triggers and assigns them the next eligible, unassigned thread that matches the rule. This keeps work flowing without manual triage.

FAQs

What counts toward capacity?
All threads that are assigned to the given user.

What if everyone is Away or at capacity?
Threads stay Unassigned in Todo until someone becomes eligible.

Can I override an auto-assignment?
Yes. You can reassign at any time; future matches will still follow the rule.

Does changing team members affect routing immediately?
Yes. The next assignment uses the team’s current membership and each member’s availability/capacity.

Does enabling auto-assignment retroactively assign in-flight threads?

No, it will only pickup new threads and ones which have activity in them. A way to achieve retroactive assignment is to bulk-select the threads you want from the queue, then remove and add the team label again to trigger the process.

Can I get the team label assigned automatically on a thread?

Yes, you can create a workflow with the "Assign to team" action where you can route threads automatically to the proper team based on a combination of conditions you like.