## Video guide

Learn how to automatically assign tickets to the right agent or team using Action Rules. This guide walks you through setting up automated assignments to ensure high-priority tickets are handled efficiently.

## Step-by-step guide

Action Rules enable you to automatically route urgent tickets to the appropriate agent or team, ensuring swift resolution and efficient workflow.

## Step 1: Access the Admin Console

Navigate to the Admin Console by clicking the toggle icon located at the bottom-left corner of your screen.

## Step 2: Navigate to Support Settings

In the left-hand menu, select **Support**.

## Step 3: Open Action Rules

- Click on AI Rules & Automation.
- Select Action Rules to view existing rules.

## Step 4: Create a New Action Rule

Click on **Create New Rule** to initiate the setup of a new automation rule.

## Step 5: Name and Describe the Rule

- Rule Name: Enter a clear and descriptive name, such as "Auto-Assign Urgent Tickets".
- Description: Provide a brief explanation of the rule's purpose.
- Category: Optionally, select a category to organize your rules effectively.

## Step 6: Set the Trigger

In the **Trigger** dropdown menu, select **Ticket Created** to activate the rule upon the creation of a new ticket.

## Step 7: Define the Condition

- Click on **Add Condition**.
- From the dropdown, choose **Ticket Field**. Remember that these fields should be part of your ticket template in order to access them here.
- Select **Priority** as the ticket field.
- Set the condition to **Priority is P0 (Urgent)** to target only the highest-priority tickets.

## Step 8: Specify the Action

- Click on **Add Action**.
- Choose **Assign to Agent** from the dropdown menu.
- Select the appropriate agent or team to handle urgent tickets.

## Step 9: Review and Activate the Rule

- Review all configurations to ensure accuracy.
- Click **Create** in the bottom-right corner to activate the rule.