Set default assignees for issues and requests

You can set a default assignee so new issues and requests are assigned automatically when they are created. Site-wide defaults apply to every new item, and category-level overrides let you route specific types to different people.

How default assignees work

Default assignees are configured in Settings > Service Desk. When a new issue or request is created, the system checks whether its category has a specific assignee configured. If it does, that person is assigned. If not, the site-wide default assignee is used. Items are only assigned automatically when a default assignee is configured.

Before you start

You need the Admin or Manager role with permission to configure Service Desk.

Set a site-wide default assignee

1. Go to Settings > Service Desk

2. Open the Default Assignees tab

3. Select the default assignee for issues and requests

4. Save

Set category-level overrides

1. In the same Default Assignees tab, find the category you want to override

2. Select a different assignee for that category

3. Save

Category overrides take priority over the site-wide default.

Test the setup

1. Create a new issue or request in a category that has an override

2. Check that the correct assignee is set automatically

3. Create another item in a category with no override to confirm it uses the site-wide default

What’s next

For more complex routing based on location, severity, or other conditions, use Service Desk Workflow Rules. To learn how to manage assigned items, see Managing Issues or Managing Requests.