Assignment rules let you define conditions that automatically determine what happens when a ticket is escalated to a human agent. Rules can match on categories, priorities, statuses, and schedules, then assign tickets to specific users or groups.Documentation Index
Fetch the complete documentation index at: https://docs.serval.com/llms.txt
Use this file to discover all available pages before exploring further.
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 in order. The first matching rule (top of the list) determines the assignee. Drag rules to reorder them and change which one wins when multiple rules match.
- Default assignment — If no assignment rules match, the ticket is assigned to your default group (if configured).
- Skills — 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.Requester exclusion
When evaluating candidates from assignment rules or default assignment, Serval automatically excludes the ticket’s requester from the pool. This prevents a ticket from being auto-assigned back to the person who submitted it after escalation. If every candidate in the pool is the requester (for example, a default assignment group with only one member who is also the requester), the ticket is left unassigned.You can always manually assign a ticket to its requester if needed. Requester exclusion only applies to automatic assignment.
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.Reordering Rules
Hover over a rule card and grab the handle on its left edge to drag it up or down. Rules are evaluated top to bottom, so the rule closest to the top wins when more than one rule matches a ticket. Use this to set precedence when rules overlap, for example a “during business hours” rule above an “outside business hours” rule when their schedules touch.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