---
title: "Auto-assign tickets"
canonical: "https://support.appfire.com/space/CHAT/1723400366/Auto-assign%20tickets"
format: markdown
---
> Macro (aura-html)

The **Auto-assign tickets** feature simplifies ticket assignment by automatically assigning new tickets to online agents. Tickets are assigned **only if at least one agent is online**. The agent is randomly selected from the list of available agents. There is no prioritization based on workload or other factors at this time.

## Video overview

> Macro (iframe)

## How it works

- The customer submits a ticket.
- If **Auto-assign tickets** is enabled, the system randomly assigns the ticket to an online agent.
- The assigned agent receives a [sound notification](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/85663914/Chat+notifications#Sound-Notifications) (if enabled) and a [flag notification](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/85663914/Chat+notifications#Browser-Notifications) (if enabled) for the incoming ticket.
  - If **Repeat sound until new request is assigned** is enabled, the sound won’t repeat for auto-assigned tickets. The assigned agent hears the sound once.
- When the ticket is opened in the **Chats **dashboard, the assigned agent can be displayed.

> ✅ The Auto-assign feature randomly assigns work items to users, which works well for smaller teams with a few agents. However, larger teams may need a more sophisticated solution. For more control over assignments, consider Enhancer Plugin for Jira Cloud’s [Smart assignment](https://appfire.atlassian.net/wiki/spaces/JEPC/pages/11338039).

## How to enable/disable Auto-assign

You can enable or disable auto-assignment in **Project Settings** > **Chat for JSM** > **General settings**. In the** Auto-assign tickets** section, toggle the **Enable auto-assign** on or off. 

![Chat for Jira Service Management Cloud assignment rules configuration](media://a8bbd5ce-83a5-41a5-b135-c963792a5e15)

On the Chats dashboard’s Agents section, you can see:

- If auto-assignment is **disabled**, an **Auto-assign tickets** link appears under *Online agents*. Click it to go to **General settings** and enable the feature.
- If auto-assignment is **enabled**, the *Online agents* section displays `✅ Tickets are auto-assigned. [Settings]`. Click **Settings** to be redirected to *General settings*, where you can disable auto-assignment.