# Ticket settings > Admin settings for Tickets. Route new tickets automatically, choose which WhatsApp number ticket replies come from, and get the ticket update template approved. Source: https://docs.amomic.in/console/ticket-settings --- Two buttons at the top of **Tickets** are for owners and admins only: **Routing**, which decides who new tickets go to, and **Reply settings**, which decides which WhatsApp number a reply leaves from. Members do not see them. For working tickets day to day, see [Working tickets](/console/tickets). ## Routing **Routing** opens **Ticket assignment**. ![The Ticket assignment dialog set to Automatic, assigning to selected people with the fewer-open-tickets rule](https://docs.amomic.in/screens/tickets/routing.light.webp) *Automatic routing to three selected members, by who has fewer open tickets.* | Setting | Options | |---|---| | **Assignment mode** | **Manual — members claim active tickets** (default): new tickets arrive unassigned, any member can claim one, and admins can assign any ticket. **Automatic — route each new ticket**: each new ticket is assigned the moment it is created. | | **Assign to whom** | Automatic only. **All active team members**, **All admins and owners**, or **Selected people**. With Selected people, tick who is in the pool. **Add members** takes you to Settings to invite someone. | | **How distribution works** | Automatic only. **Distribute equally (round robin)** takes turns through the pool. **Give to the person with fewer open tickets** picks whoever has the fewest active tickets (New, Open, Pending or Waiting customer) right now. | The footer shows how many active people the workspace has. **Save routing** is disabled while **Selected people** has nobody ticked. What to expect: - Routing applies to **new** tickets only. Saving it never reassigns tickets someone already has, and it does not pick up the tickets already sitting unassigned. Assign those by hand. - It covers every new ticket: from an agent, from a live-support fallback, from the API, and the ones you create with **New ticket**. - If nobody in the pool is an active member, the ticket arrives unassigned rather than failing. - Presence does not count. A member who is off today still gets tickets. If someone is on leave, take them out of **Selected people** for the duration. ## Reply settings **Reply settings** opens **Ticket reply settings**. It answers one question: which WhatsApp number does a ticket reply come from? ![Ticket reply settings on a workspace with one WhatsApp number, saying there is nothing to choose](https://docs.amomic.in/screens/tickets/reply-settings.light.webp) *With one WhatsApp number there is nothing to choose.* ### Which number replies come from A ticket that arrived on WhatsApp **always** replies from the number the customer wrote to. No setting overrides that, because a reply from an unfamiliar number reads as a stranger who somehow knows about their problem. This setting is for every other ticket that is answered on WhatsApp: tickets from a phone call or from web chat where the customer left a phone number. (See [where a reply goes](/console/tickets#where-a-reply-goes).) What the dialog shows depends on how many WhatsApp numbers the workspace has: | Numbers | What you see | What happens | |---|---|---| | None | *No WhatsApp number is connected to this workspace yet.* | Replies that need WhatsApp cannot be sent. Connect a number in [Channels → WhatsApp](/channels/whatsapp). | | One | *You have one WhatsApp number, so there is nothing to choose*, with the number. **Save** is disabled. | Replies go out from that number. Nothing to do. | | Two or more | A list of numbers to choose from. | Replies go out from the one you choose. | With two or more numbers and none chosen, the dialog shows a red warning: *No number is chosen, so these replies are not reaching customers.* Amomic-AI will not guess. Every reply that needs a number is **held** on the ticket instead (**Held — waiting on a setting**). Choose a number and **Save**: everything held goes out within a few minutes, without anyone reopening the tickets. Once a number is chosen, the dialog has no way to go back to *no number*; to change it, choose a different number and **Save**. ### The ticket update template Reaching a customer who has been quiet for over 24 hours needs a WhatsApp template Meta has approved: the customer gets a short notification and taps **View update** to receive your reply. Amomic-AI provides this template for each number, as `amomic_ticket_update`. See [The 24-hour window](/channels/whatsapp-window). Beside each number in the list is where its template stands: | Tag | Meaning | |---|---| | **Approved** | Ready. Quiet customers can be reached from this number. | | **Using yours** | You nominated one of your own approved templates instead, and it is in use. | | **In review** | Sent to Meta, waiting for an answer. Usually under a day. | | **Rejected** | Meta turned it down. | | **Needs approval** | Never sent to Meta. | A number that is not ready shows a sentence explaining it, and **Send for approval** unless it is already in review. A rejected template can be sent again from here or from **Channels → WhatsApp → Amomic-AI templates**. On a workspace with one number the dialog shows no list, so check the template from **Channels → WhatsApp → Amomic-AI templates** instead. See [Templates](/channels/whatsapp-templates). A number with an unapproved template can still be chosen. Replies inside the 24-hour window leave from it normally. Replies to quiet customers are retried and, after three failed attempts, marked **Never delivered**. Once the template is approved, open those tickets and use **Send again**. ::: tip Use your own template If you have brand requirements, you can nominate one of your own approved templates from **Channels → WhatsApp → Amomic-AI templates**. It must carry the same three variables and a tappable quick-reply button. A link button opens a browser and would never reopen the conversation. If your template stops being approved, replies fall back to the Amomic-AI one. ::: ## Troubleshooting **New tickets are still unassigned after I turned on Automatic.** Routing applies from the next ticket created. Tickets already in the queue keep their state. If new ones are unassigned too, check that **Selected people** still includes at least one active member. **One person gets far more tickets than others.** With **Give to the person with fewer open tickets**, someone who resolves fast keeps being picked. Switch to **Distribute equally (round robin)** if you want turns instead. **Replies say *Held — waiting on a setting*.** The workspace has more than one WhatsApp number and none is chosen here. Choose one and save. **Quiet customers never get replies.** The ticket update template for the number they are on is not approved. Look at its tag in this dialog, or in **Channels → WhatsApp → Amomic-AI templates**. ## Related - [Working tickets](/console/tickets): the queue, replies, delivery states and escalation. - [Set up WhatsApp](/channels/whatsapp): connecting numbers and choosing the default sender. - [Templates](/channels/whatsapp-templates): the Amomic-AI templates and your own.