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Updated on Oct 17, 2026

Assign Tickets to Support Agents

Set up support agents, assign tickets manually, and configure category-based automatic assignment and availability checks.

Dragwyb Click to Chat supports manual ticket assignment and a category/skill-based automatic assignment strategy. Configure the support roster first, then choose an assignment strategy that matches how your team handles incoming requests.

Prepare the support agent roster

  1. Open Support Center → Agents in WordPress admin.
  2. Click Add Staff Agent or edit an existing roster member.
  3. Select the registered WordPress user account that should handle tickets.
  4. Set the agent’s support role, seniority, maximum active ticket capacity, and initial availability.
  5. Select the ticket categories the agent is authorized to handle. Where relevant, configure supported sub-taxonomy items for more specific matching.
  6. Save the agent and confirm the updated details appear in the roster.

The agent record also includes an assignment-enabled setting. Automatic routing considers eligible active agents and, when the relevant settings are enabled, availability and active ticket workload.

Assign a ticket manually

  1. Open Support Center → Tickets and select the ticket.
  2. In the ticket workspace, use the agent assignment control to choose the intended agent.
  3. Wait for the assignment update notice and refreshed ticket details.
  4. Confirm the assigned agent is shown on the ticket and that the ticket list reflects the change.

The current staff member must have permission to assign tickets. If the action is unavailable or fails, ask an administrator to review the support capability matrix.

Choose the automatic or manual strategy

  1. Open Support Center → Settings.
  2. Find Auto-Assignment Strategy.
  3. Select Skill & Category Matching Only (Automatic) for automatic routing, or Manual Assignment Only (No Auto-Assign) when staff should assign tickets themselves.
  4. Review Respect Agent Availability. When enabled, automatic routing limits new assignments to agents marked Available rather than Away or Offline.
  5. Click Save All Settings & Permissions.

Category matching uses the ticket’s classification and the agent’s configured categories or supported sub-taxonomy specialization. The assignment engine also checks agent eligibility and can consider active workload when that setting is respected.

Verify the assignment

  • Submit a test ticket with a known category and check the resulting assignment.
  • Test with agents marked Available and Away/Offline if you have enabled availability-based routing.
  • Confirm the assigned agent has the permissions needed to open and respond to the ticket.
  • For role setup, see Configure Support Staff Roles. For category matching, see Configure Ticket Categories.