Hi team,
In addition to the UI issue above, I’d like to share another suggestion to improve the Assignment Rule functionality. It would be extremely helpful if Assignment Rules could include an additional action to update certain ticket fields automatically (e.g., Team, Sub-team, Internal Status, Warehouse, etc.) whenever a ticket matches the conditions.
Right now, Assignment Rules only assign the ticket to agents, so I have to create extra Server Scripts to update these fields after assignment. This workaround works, but it is not ideal — especially for non-technical users who cannot write scripts. It also makes the workflow harder to maintain since routing logic is split across two different places.
If Assignment Rules could directly update ticket metadata as part of the same rule, it would greatly simplify warehouse routing setups and reduce operational friction.
Thank you for considering this improvement!