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Assigning Team Members to Channels for Automatic Ticket Routing
Determine which channels team members can receive auto-routed tickets from by assigning channels. You can set your own assigned channels from your profile and set the assigned channels of other team members from the Control Room or Team Member Overview.
Learn how to assign channels from:
Assigning your own channels from your profile
Manage your own assigned channels from your profile at the top right of your screen.
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next to each channel you want to be assigned to.
Note:
To edit your own assigned channels, you must be an Administrator or have a custom role with Change one's own assigned support channels enabled in the Settings permissions.
Assigning channels from the Control Room
From the Control Room, you can manage the assigned channels of up to 25 team members at once.
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in the side panel on the left. 
Note:
To assign team members to channels, you must be an Administrator or have a custom role with Assign agents to channels enabled in the Control Room permissions.
Assigning channels from the Team Member Overview
From the Team Member Overview, you manage the relevant team member's assigned channels. Here you can also set their workload for each assigned channel if you need to override the default workloads of your channels. Learn more about setting auto routing workloads.
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in the side panel on the left and select the relevant team member. Learn more about the 
in the side panel, click Agents, then select the relevant team member.
next to the support channel(s) you want to assign the team member to under Channels and Workload.
Note:
To assign team members to channels, you must be an Administrator or have a custom role with Assign agents to channels enabled in the Control Room permissions.
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