The right participant gets the ticket. Every time.
A six-factor filter chain — role, skill, language, roster, workload, and Round Robin — replaces manual assignment entirely.
Manual assignment is a bottleneck. Crystal Desk's assignment engine runs the moment a new stage activates — filtering the eligible pool by role, then by skill profile, language capability, current workload, leave status, and live roster presence.
Round Robin ensures work is distributed fairly across eligible team members. If no eligible human is found — everyone's at capacity, on leave, or off-shift — the fallback either notifies a supervisor or, if configured, routes to an AI Agent instead.
Every assignment is logged. Reassignments are tracked. The full assignment history for every ticket is always visible to anyone working on it.
Everything included, out of the box.
Round Robin auto-assignment
Work is distributed evenly across the eligible pool, so nobody's overloaded while someone else sits idle.
Role-based eligibility
Only users holding the stage's required role are ever considered.
Skill & language matching
A ticket's language or specialization field is matched directly against each user's tagged skills.
Roster integration
Only assigns to users marked present and on-shift for the day.
Leave management
Automatically skips anyone on approved leave, no manual adjustment needed.
Per-user workload cap
Caps how many active tickets one person can hold at once, protecting against silent overload.
Supervisor or AI fallback
If no eligible human is found, a supervisor is notified — or the stage routes straight to an AI Agent.
Full assignment history
Every assignment and reassignment is logged with a timestamp and reason, visible to anyone on the ticket.
From setup to production, step by step.
A stage activates
The moment a ticket reaches a new stage, the assignment engine runs automatically — no one has to trigger it.
The pool narrows
Role, skill, language, roster, and workload cap filter the eligible pool down step by step.
Round Robin picks
Among whoever remains eligible, the person who's gone longest without a new assignment gets this one.
Fallback if needed
If nobody's eligible, a supervisor is notified or the stage routes to a configured AI Agent instead.
Frequently asked
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