> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/ticket-assignment-setup-guide.md).

# Ticket Assignment: Setup Guide

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## Assignment Algorithms

#### Round Robin vs Load Balancing

| Feature       | Round Robin                               | Load Balancing                       |
| ------------- | ----------------------------------------- | ------------------------------------ |
| **Pros**      | Fair workload distribution                | Balanced workload                    |
|               | Predictable assignment                    | Efficient use of agent capacity      |
|               | Simple to understand and implement        | Adapts to real-time changes          |
| **Use Cases** | Agents have similar skills                | Agents have varying workloads        |
|               | Fairness and predictability are important | Preventing agent overload is crucial |

## Managing Ticket Assignment

This centralised page allows for easier management and oversight of ticket assignment settings.

{% hint style="info" %}
Users can define assignment logics at the inbox level, providing the flexibility to tailor assignment methods to specific needs.
{% endhint %}

<figure><img src="/files/De6wGaNTxuvoMCmgKfry" alt="" width="563"><figcaption></figcaption></figure>

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## Defining the Assignment Logic

{% stepper %}
{% step %}
Navigate to the settings section in the CRM.
{% endstep %}

{% step %}
Open "Ticket Assignment."
{% endstep %}

{% step %}
Here you will find the option to define the assignment process (Automatic vs. Manual) for each inbox.
{% endstep %}

{% step %}
Under Automatic Assignment logic, the user can choose the algorithm as per their use case: Round Robin or Load Balancing.
{% endstep %}

{% step %}
Finally, the user also has the option to define whether automatic assignment should take place only when agents are online or even if they are offline.
{% endstep %}
{% endstepper %}

Refer to the following link for video demo:

{% embed url="<https://limechat.clueso.io/guide/managing-ticket-assignment>" %}

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