# Tickets tab

The **Tickets** tab defines how customer requests move through your workflow. From here, you can automate ticket assignment to team members and customize the ticket pipeline to match how your team tracks work. These settings ensure tickets are routed correctly, responsibilities are clear, and progress is visible from creation to resolution.

#### **Ticket assignment**

Ticket assignment rules automatically assign newly created tickets to team members. Before creating rules, make sure the relevant team members are active under **Settings → Team**.

To create a ticket assignment rule:

1. Go to **Settings → Tickets → Ticket assignment**.

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2. Click **Create**.

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2. Enter a **name** and optional **description** for the rule.
3. Under **When ticket is created by**, click **Add agent** and select which AI agents trigger this rule.

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4. Under **Assign tickets to**, click **Add member** and choose the team members who should receive tickets.

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5. Select a **routing type**:
   * **All** – Assigns the ticket to every selected team member.
   * **Round robin** – Assigns tickets one at a time in sequence, rotating between members.
6. Click **Save**.

Existing assignment rules appear below the creation area and can be edited or removed using the three-dot menu.

#### Ticket pipeline

The ticket pipeline defines the stages tickets can move through as work progresses.

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Open tickets can be categorized into stages such as **To do** and **In progress**, helping your team track what still needs attention and what is actively being worked on.

Closed tickets can be moved into **Done** or **Archived**, allowing you to separate completed work from tickets you want to retain for record-keeping or reference.

You can reorder existing stages or add custom stages by clicking **Add a new stage**, letting you align the pipeline with how your team actually manages requests.

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By structuring stages this way, tickets remain easy to track from initial request through completion, without losing visibility or historical context.
