Assigning and working on requests

When an employee creates a request, it’s routed to a workspace based on the request type and your workspace routing configuration. Service requests are routed to the workspace mapped to the selected service catalog item, and incident catalog items are routed to the workspace mapped to that incident catalog. Workspace admins and supervisors can view new unassigned requests in the Requests tab > Unassigned view and assign them to their teammates. Assignment dropdowns show live agent availability indicators: green for Available and white for Away, so admins and supervisors can see who is reachable before assigning work. Agents get notified via DM when a request is assigned to them.

Workspace admins and supervisors may also encounter requests created in additional workspaces when admins or agents raise requests into teams they work with directly. This broader workspace visibility helps teams route requests to the right workspace when they collaborate across teams.

If multiple eligible workspaces are available, admins can go to Assistant > Workspace Routing and choose between Smart Routing, Smart Suggestion, and requester selection. In Smart Suggestion mode, Atom preselects the best workspace for a general request or general incident and shows a dropdown so the employee can override the recommendation before submitting. Catalog-based service requests and catalog-based incidents are not affected by this routing mode and continue to use their catalog mappings.