New Help desk routing rule: Use assignment workflow

What is it?

You can now choose “Use assignment workflow” as a routing option in Help Desk, allowing incoming tickets to be routed directly into a workflow that manages assignment logic.

This gives you a more flexible way to handle complex routing scenarios by using workflows as the central place for assignment decisions.

Why does it matter?

Many teams already rely on workflows to manage routing because their needs go beyond simple assignment rules.

Things like:

- VIP vs. standard customer routing
- Language or region-based assignment
- Conditional Customer Agent vs. human handoffs
- Multi-step routing and data enrichment logic

Until now, this often required workarounds like:

- Leaving items unassigned and picking them up in workflows
- Duplicating logic across channels and workflows
- Reconstructing routing behavior across multiple tools

With Use assignment workflow, you can:

- Handle complex, multi-step routing more reliably
- Clearly define which workflow owns routing decisions
- Increase confidence in how assignments are made

How does it work?

You can configure this directly in your channel settings:

- Go to Help Desk → Channel settings or Chatflows settings
- Under Automatically assign, choose Use assignment workflow
- Select the workflow that should handle routing

Once set, all new tickets or conversations from that channel will be manually enrolled into the selected workflow, which becomes the source of truth for assignment.

Workflow requirements by product

The workflow you select must include an assignment action, and requirements differ by surface:

Help Desk (tickets)

- Requires a ticket-based workflow
- Workflow must include a ticket assignment action, such as:
- - Assign to Customer Agent
- - Rotate record to owner
- - Rotate owner by skill (coming soon)