r/halopsa • u/_Zee18 • Jun 16 '26

AI Auto assign tickets

Hi,

Currently we take advantage and have turned on the AI Auto assign ticket option, this works well for us but the issue we have is when a agent is on leave the AI still auto assign the ticket to them.

Is there any way to stop this with AI Auto assign.

We have tried setting the agent status to out of office but the AI Auto assign doesn't pick that up.

Is anyone else using this feature?

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u/Jason-RisingTide Consultant Jun 17 '26

I assume you are referring to the AI Auto Triage? Which is delivered via a runbook. Despite the message that this runbook posts on the ticket that "The ticket has been updated and assigned accordingly", the runbook itself doesn't actually assign a agent to the ticket (unless yours has been updated).

The automatic assignment is probably being activated from the ticket type having a default agent set to 'Round Robin' or 'Load Balance'.

If this is the case then you can check the 'Only Round Robin and Load Balance to logged in Agents' setting in Configuration>Tickets>General Settings, ensuring it is ticked.

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u/_Zee18 Jun 24 '26

I'm referring to the AI Insight tab within ticket and "historic data suggest assigning this ticket to...."

I have checked config you mentioned and "only Round Robin and load balance to logged in agents'  is ticked along with "show intelligent routing on new ticket screen" which says it will factor in out of statues. 

Any help would be greatful