Auto Assignment > How auto-assignment will work (use cases)

1.Issue Type is selected:
If the ticket includes an Issue Type, and that Issue Type has Assigned Staff configured in the Categorization settings, the ticket will be auto-assigned based on that configuration.

2.Only Category is selected:
If the ticket does not have an Issue Type but has a Category, and that Category has Assigned Staff defined, the ticket will be assigned based on the staff set for that Category.

3.No assignment from Issue Type or Category:
If neither the Issue Type nor the Category has Assigned Staff, the system will check the Staff List and assign the ticket using the selected method (e.g., Round Robin or Load Balance).

Refer this article for more detail: https://www.crowcanyon.help/article/449/