> For the complete documentation index, see [llms.txt](https://docs.clearfeed.ai/clearfeed-help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/assignment-rules.md). # Assignment Rules Assignment Rules allow you to automatically assign incoming requests based on your support setup and team structure. This automation helps streamline your workflow and ensures requests are directed to the right people quickly. You can configure assignments to: * Automatically assign requests to the first team member who responds. * Distribute requests among the eligible members of a **Rotation** using a round-robin method. * For integrations with external ticketing systems like Zendesk or HubSpot, assign both the ClearFeed request and the linked external ticket simultaneously to the first team member who responds. ## **Auto-assign to First Responder (for ClearFeed Requests and Tickets)** This rule automatically assigns the ClearFeed request to the first team member who takes an action on the request within Slack, such as replying to the initial message or reacting to it. Follow the steps to enable: * Navigate to the **Collection** where you want to enable or modify assignment rules. * Open **Settings** for that Collection. * Select **Assignment Rules**. * Select the assignment rule: **Auto-assign to the first responder**. * Click **Save**.

Setting up auto assignment to first responder

## **Auto-assign to First Responder (for Tickets in Zendesk, Salesforce, HubSpot)** {% hint style="warning" %} **Note:** * This section only applicable when **Ticketing** is enabled and has been set to **Zendesk, Salesforce** or **HubSpot** in the Collection settings. * If the ticket is already assigned to some agent on **Zendesk/HubSpot/Salesforce** at the time of the first response on Slack, no assignment will be performed by ClearFeed. {% endhint %} When this rule is enabled, the first team member who interacts with the request in Slack will be automatically assigned **both** the ClearFeed request and the linked Zendesk, HubSpot or Salesforce ticket. Follow the below steps to enable: * Navigate to the **Collection** where you want to enable or modify assignment rules. * Open **Settings** for that Collection. * Select **Assignment Rules**. * Select the assignment rule: **Auto-assign to the first responder for ClearFeed requests and external tickets**. * Click **Save**.

Setting up assignment to First responder for CR Requests & Zendesk/HubSpot Tickets

When auto-assignment occurs, ClearFeed sends a private (ephemeral) notification message in Slack to the assignee. This message is only visible to the assigned team member and is not visible to customers. you can also just dismiss and ignore the message but if you do not wish to receive these auto-assignment notifications, you can: * Turn off the auto-assignment feature in your Collection's Assignment Rules settings (only advised if you are using an external system and ClearFeed is not being used to assign requests) * Select 'Don't show again' to suppress future pop-ups for yourself. ## **Round Robin Assignment** With Round Robin, ClearFeed picks the next assignee from the eligible members of a **Rotation**. A rotation defines who is on-call and how availability is tracked. See [Rotations](/clearfeed-help-center/clearfeed-helpdesk/rotations.md) for the full explanation, including how to create one. ### Setting Up Round Robin Assignment * Navigate to the **Collection** where you want to enable or modify assignment rules. * Open **Settings** for that Collection. * Select **Assignment Rules**. * Select the assignment rule: **Round Robin Assignment**. * Select the desired **Rotation** from the dropdown menu. * Optionally **Enable Shared Rotation**: When enabled, the round-robin order is shared across all collections that use this rotation. This prevents the same person from receiving back-to-back assignments from different collections. * Click **Save**.

Setting up Round Robin Assignment

{% hint style="info" %} **Important Notes for Round Robin:** * **Internal Helpdesk:** In an Internal Helpdesk Collection, only users designated as agents within ClearFeed are assigned tickets via Round Robin, even if the rotation contains non-agents. * **Self-Assignment Skip:** If an agent creates a request and is up next in the round-robin sequence, they are skipped and the request goes to the next eligible member. {% endhint %} ## Assign to Customer Owner If your account is on the **External Product Edition** and uses the **Customer-Centric Inbox**, you can configure requests and tickets to be automatically assigned to the **Customer Owner**.
### How it works * Each customer has a **Customer Owner**: * Explicitly set on the customer, or * Inherited from the collection the customer belongs to * When a new request or ticket is created, ClearFeed assigns it directly to the Customer Owner This policy ensures requests are handled by the person most familiar with the customer. ## Assign to Customer Owner with Round-Robin Fallback This policy is available if your account is on the **External Product Edition** and configured with the **Customer-Centric Inbox**. It extends the *Assign to Customer Owner* policy by adding an availability-aware fallback.
### How it works 1. When a new request or ticket is created, ClearFeed identifies the **Customer Owner** (explicit or inherited). 2. ClearFeed checks the owner’s availability using their **Slack status** based on the linked rotation's unavailability statuses. 3. If the Customer Owner is **available**, the request is assigned to them. 4. If the Customer Owner is **out of office**, ClearFeed picks an eligible member from the configured fallback Rotation. This ensures requests are never blocked due to unavailability while still prioritizing customer ownership. ## Triggering Reassignment via Automations You can use the **Reassign** automation action to reassign requests/tickets based on the collection's assignment rules. This is useful when customers re-open tickets or post new messages and the current assignee is no longer available, has been removed from the workspace, or no longer matches the configured assignment rule. See [Automation Actions > Reassign](/clearfeed-help-center/clearfeed-helpdesk/automations/automation-actions.md#reassign) for details. ## FAQs 1. **If users are marked as unavailable on Slack, how are requests assigned on Round Robin Assignment?**\ **Answer:** If a user's Slack status matches one of the rotation's unavailability statuses, they're skipped and the request goes to the next eligible member of the rotation. 2. **What if nobody in the rotation is eligible when a request comes in?**\ **Answer:** No round-robin assignment happens for that request. For a Native Rotation, this means no shift is active; for a Slack Group Rotation, it means the linked group is empty or every member is on an unavailability status. Make sure your rotation covers the hours you expect requests to be auto-assigned. See [Rotations](/clearfeed-help-center/clearfeed-helpdesk/rotations.md#faqs) for FAQs about rotations themselves (shifts, Slack groups, sharing rotations across collections, migration). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/assignment-rules.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.