This article explains how a ticket gets assigned automatically. Auto-assignment isn't a setting on the Ticketing page: it depends on the Category the call is sorted into.
Step 1. Every call is sorted into a Category
To see your Categories, go to Inbound Calls > Categorisation.
Each Category has a Category Description: free text describing the requests it should receive (for example "Choose if the customer calls about the workshop").
Sandra reads this description to decide which Category each call belongs to. It isn't a fixed keyword rule, so two similarly worded calls can occasionally land in different Categories.
Step 2. Each Category has linked users
When you edit a Category, add users with the Add a user field.
For each linked user, two options are available:
Email: the person receives an email whenever a ticket lands in this Category.
Auto-assign: the person automatically becomes the ticket's assignee as soon as it lands in this Category.
Only one user per Category can have Auto-assign turned on.
Step 3. Auto-assign never overrides a manual choice
If someone has already assigned the ticket manually, auto-assignment doesn't change it.
So whatever happens first wins: the automatic Category match, or a person manually taking the ticket.
Step 4. Unmatched calls go to the default Category
Tick Make Default on a Category to use it as a safety net: it receives every call that Sandra can't confidently match to a more specific Category.
You can have one default Category per level (group, dealership or phone number). The most specific level wins: phone number, then dealership, then group.
Step 5. Categories can differ between dealerships
A Category can be set at group level, then overridden at dealership level. Two Categories with the same name can therefore have a different Auto-assign user depending on the dealership.
Common issues to check
If an assignment looks wrong or inconsistent, check:
which Category the call actually matched, and whether its description is precise enough;
who has Auto-assign turned on for that Category;
whether the ticket had already been assigned manually;
whether a dealership-level setting or a phone-number default Category is taking priority.