Claim-based vs assignment-based workflow: which to pick?
Updated Oct 21, 2026
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.
Which one fits which team
Claim-based suits small teams that swarm one queue: whoever starts a ticket claims it. Assignment-based suits teams with named owners per area: managers route tickets and agents see only their own. Kora also supports auto-claim.
Common questions
Can I change workflow later?
Yes, at any time in Settings → Ticket Workflow.
Do SLA clocks and automation work in both?
Yes. Both workflows support SLA clocks, automation rules and the same status flow.