TicketDesk Auto-Assignment, Agent Roles, and AssetTracker Availability Fix

SmartKit’s July 7, 2026 update brings major workflow improvements to TicketDesk, including automatic ticket routing, agent availability controls, manual assignment tools, role management, and cleaner agent dashboards. AssetTracker also received an important fix for the Available Devices page.

TicketDesk Auto-Assignment Engine

TicketDesk now includes a round-robin auto-assignment engine.

When enabled in Settings, new tickets created through the public portal or email can be automatically assigned to an online agent. The system checks available agents and routes the ticket to the agent with the least amount of recently assigned work.

If all agents are offline, TicketDesk skips auto-assignment and leaves the ticket in the New queue for an Admin or Owner to assign manually.

Agent Online and Offline Status

Agents now have a simple Online and Offline toggle in the bottom-left sidebar of the TicketDesk portal.

The system remembers each agent’s status, so auto-assignment can respect whether they are available to take new tickets.

Admins also have a new setting called Allow Agents to go Offline. If this is disabled, agents are kept Online and cannot switch themselves offline.

Manual Ticket Assignment

Admins and Owners can now assign tickets directly from the ticket view.

A new Assign To dropdown appears in the top-right ticket card, allowing tickets to be routed or reassigned to any team member.

When an agent is assigned to a ticket, they receive an email notification letting them know a new request has been routed to them.

Agent Dashboard Restrictions

Agent visibility is now properly scoped.

When an Agent logs in, they only see tickets assigned to them. Their dashboard metrics, including New, Open, and Solved, now count only their own tickets.

Admins and Owners still retain full visibility across the entire workspace.

Assignment Timeline Updates

Ticket timelines now track assignment activity.

The internal timeline records events such as Assigned to [Name], helping Admins and Owners see when a ticket was assigned and who it was assigned to.

The public ticket timeline also shows a simplified Assigned update when an agent takes ownership of the requester’s issue.

Team Role Controls

Workspace Owners can now manage team roles directly from Settings.

A new role dropdown appears next to each team member, allowing Owners to upgrade an Agent to Admin or downgrade an Admin to Agent with a single click. Role changes happen without a page reload.

This makes it much easier to adjust team access as support responsibilities change.

AssetTracker Available Devices Fix

AssetTracker’s Available Devices page has been fixed.

The page was previously crashing midway because of an internal variable typo, which affected the header count and prevented the full available device grid from loading correctly.

The Available Devices page now properly counts and displays the total number of available devices and loads the full grid as expected.

This update makes TicketDesk more practical for real support teams, with smarter routing, clearer responsibilities, and cleaner role-based visibility across every workspace.