# Assignment Rules

As your team grows, assignment rules will allow you to make sure that issues are being handled by the right person.

## Setup

### Individual Assignment

Individual assignment rules can be setup using the "Set issue assignee" action in [triggers](https://docs.usepylon.com/pylon-docs/platform/triggers "mention").

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FsHpqPKXRW19CeSbMp0zi%2FCleanShot%202024-10-19%20at%2018.28.29.png?alt=media&#x26;token=85befacc-7694-4192-b1b7-0d2e4d45cbe6" alt="" width="448"><figcaption></figcaption></figure>

### Team Assignment

First create [teams](https://docs.usepylon.com/pylon-docs/platform/teams "mention") that model groups of people. Then, create assignment strategies to automatically assign issues to individual members of a team. When an issue is assigned to a team, the individual owner of the issue can be determined by the team's assignment policy. There are additional options to make sure you assign issues based on current [user-status](https://docs.usepylon.com/pylon-docs/support-workflows/assignment-rules/user-status "mention").

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FCm80gZVKAF0IHxzSME0L%2FScreenshot%202025-10-08%20at%2010.27.10%E2%80%AFPM.png?alt=media&#x26;token=d447257a-2c42-4e51-950a-4d8957032386" alt=""><figcaption></figcaption></figure>

#### Round Robin

Rotate between each team member equally when assigning issues.

#### Recurring

Set up a daily or weekly repeating schedule. Based on the time of day, issues that are assigned to a team will fall onto the appropriately individual’s plate.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F4993iKaVN8gvUHeGDdyc%2FScreenshot%202025-11-24%20at%2010.13.41%E2%80%AFAM.png?alt=media&#x26;token=0ea15717-817c-418d-8500-59f2bae55500" alt=""><figcaption></figcaption></figure>

#### Skill-Based Routing&#x20;

Skill-based routing matches issues to users who have the required skills (such as languages, product areas, or other custom fields). This ensures that issues are handled by the most qualified team members.

Examples:

* If a customer submits an issue in French, it is automatically routed to a team member who has the French skill configured.
* Bugs related to the Payments system are routed to employees with the “Payments” skill.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FOOuxjMivRujaAUk8E9Br%2FScreenshot%202025-10-08%20at%2010.34.17%E2%80%AFPM.png?alt=media&#x26;token=bc7290fd-0950-45db-af5f-4b25f67ff16b" alt="" width="375"><figcaption></figcaption></figure>

#### Capacity Rules

Even if a user has the right skills, they will not be assigned issues if they are inactive or have already reached their configured capacity. In those cases, routing continues to the next eligible user or falls back to other strategies.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FXDJjoZW3P6pL9axiFcp8%2FScreenshot%202025-10-08%20at%2010.35.30%E2%80%AFPM.png?alt=media&#x26;token=65d5f850-540b-48e8-9474-658700a18a49" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="info" %}
&#x20;The capacity calculation for round robin assignment counts issues in both `New` and `On You` status'.&#x20;
{% endhint %}

### Usage

Put team assignment policies into affect by creating [triggers](https://docs.usepylon.com/pylon-docs/platform/triggers "mention") that automatically assigns issues to a certain team.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FFQetr78wcnoYGNzyMDFk%2FCleanShot%202024-10-19%20at%2018.23.03.png?alt=media&#x26;token=f1ceb924-c6d4-4495-a467-15ffeb2cce66" alt=""><figcaption><p>A recipe for a common workflow</p></figcaption></figure>

You can setup any number of workflows to make sure issues get to the right people. Some examples might be:

* Routing high priority issues straight to Tier 3  support
* Routing bugs about a specific topic to the subject matter expert for that product area
* Reassigning issues that have had their SLA breached&#x20;
* Routing pre-sales issues from important accounts to your sales engineering team
* Routing issues from named accounts to their CSM

{% hint style="info" %}
By creating subteams, you can effectively model complex assignment workflows, since each subteam can have its own assignment policy. If subteams are a part of a team assignment schedule, they will need an assignment policy set at the subteam level to work properly.
{% endhint %}