Who can use this feature:

Available on monday service

Managing incoming requests can get busy fast. Smart assignment on monday service helps keep your queue organized by automatically assigning tickets to the right people. From simple round-robin rotation to AI-based matching, you can balance workloads, speed up responses, and make sure every ticket gets handled by the right agent.

Round robin assignment column

The People column on your Tickets board includes a built-in Assignment routing option that automatically rotates tickets between team members. It’s a quick way to enable balanced assignments without creating a workflow.

Open the three-dot menu on your Agent column, select Settings, and then choose Assignment routing. In the panel, select the team you want to rotate through:

Each new ticket will be assigned to the next person in the selected team, ensuring work is shared evenly. The rotation resets automatically every 30 days to keep things fair.

Round robin assignment block

Available on monday service Enterprise plan

If your team uses the workflow builder, the Round robin assignment block offers more flexibility. It lets you add rotation logic to a custom workflow that includes multiple triggers or conditions.

Create a new workflow, add a trigger such as When a new item is created, and then insert the Round robin assignment action block. Choose your Tickets board, select the team and People column for ticket assignment, and activate the workflow.

Tickets will automatically rotate among the selected team members, resetting every 30 days. This approach is helpful when you want to combine rotation with other automation steps, such as setting a priority or notifying an agent.

Smart assignment with AI

For an even smarter setup, monday AI can assign tickets based on context, such as priority, sentiment, or any other column you choose.

Open the three-dot menu on your Agent column and select Auto-assign people. Choose a column, such as Priority, as the input, and add the team members who can receive tickets. For each person, make sure to include their relevant skills or roles. monday AI uses this information, along with the ticket data, to automatically match each ticket to the agent best equipped to handle it.

If your account uses AI-powered ticket triage, smart assignment connects seamlessly with your AI-generated summaries, request categories, and sentiment detection. This way, tickets move from intake to the right agent without manual sorting or delays.

Note: Some monday service entities have unlimited AI credits, with no limitations on column types or usage! This only applies to the Tickets, CSAT survey, and Incidents boards. AI blocks used in workflows on service boards will still count toward the credit usage. If you are an account admin, you can keep track of your AI credit usage in the administration section under AI governance.