How Assignment Rules Work
When a ticket is escalated from Serval AI to a human agent, the assignment process follows this order:- Assignment rules — Serval evaluates the ticket against your configured rules. The first rule whose conditions match determines the assignee.
- Default assignment — If no assignment rules match, the ticket is assigned to your default group (if configured).
- Guidance — Natural language instructions for how Serval should handle assignment.
- Unassigned — If nothing above applies, the ticket remains unassigned until manually claimed.
Conditions
Each assignment rule has one or more conditions that determine when it applies. All conditions on a rule must match for the rule to trigger.| Condition | Description |
|---|---|
| Category | Matches when a ticket has a specific category. Serval AI infers the category from ticket content. |
| Priority | Matches when a ticket has a specific priority level (e.g. urgent, high, medium, low). |
| Status | Matches when a ticket has a specific status. |
| Schedule | Matches when the ticket escalation time falls within a configured business hours schedule. Useful for routing differently during and outside of working hours. |
Actions
When an assignment rule’s conditions match, Serval assigns the ticket based on your configured users and groups.Assign to users or groups
Directly assign the ticket to specific users or groups. When multiple users or groups are selected, they are combined into a single pool and Serval selects one member to assign the ticket to.Default Assignment
Every team has a default assignment setting that acts as a fallback when no assignment rules match:- Unassigned — Tickets remain unassigned until someone manually claims them.
- Default group — Tickets are automatically assigned to a specific group.
Creating an Assignment Rule
Define conditions
Add one or more conditions. Choose the condition type (category, priority, status, or schedule) and select the matching value. All conditions must be true for the rule to trigger.
Choose an action
Select Assign to users/groups, then choose the users or groups that should receive matching tickets.
Managing Rules
Editing a Rule
Click the edit button on any rule card to modify its conditions or actions.Deleting a Rule
Click the delete button on a rule card. You’ll see a confirmation prompt before the rule and all its conditions and actions are removed.Related
Categories
Define ticket categories used as assignment rule conditions
Schedules
Configure business hours schedules used in assignment rule conditions
Team Routing & Assignment
How tickets get to the right team and person