Claim-based vs assignment-based workflow — which should I pick?

Pick claim-based if your team swarms a shared queue — anyone can claim a ticket the moment they start it, and Kora tracks who claimed what. Pick assignment-based if tickets should land on specific people — new tickets wait for an assignee, and agents see only what's theirs. Both workflows support SLA clocks, automation, and the same status flow.

Differences that matter

• Claim-based: Open → claimed → In Progress. Agents see the whole queue.

• Assignment-based: Open → assigned → In Progress. Agent view is filtered to assigned tickets; managers see everything.

• Both: instant auto-close of Resolved tickets after N days is configurable in Settings → Ticket Workflow.

You choose the workflow when creating the workspace and can change it in Settings → Ticket Workflow at any time.