In this section (17)
- Working with tickets
- Merge tickets
- Create a follow-up for a closed ticket
- Redact content from a ticket
- Ticket fields and forms
- Create a ticket for a customer
- Reply to a customer or add an internal note
- Ticket statuses
- Assign a ticket to an agent or group
- Add CCs and followers
- Set priority, type and tags
- Update many tickets at once
- Delete and restore tickets
- Hand work to another team with a child ticket
- Track time spent on tickets
- Manage customers and organizations
- Ask for an approval on a ticket
Assign a ticket to an agent or group
Give a ticket to a group, to a teammate or to yourself, and how automatic assignment works.
A ticket has a Group and an Assignee. The group is the team responsible; the assignee is the person working on it.
Assign it yourself
- In the ticket’s Properties, open the Assignee field.
- Search groups and agents. Pick a group to leave it with Anyone in that group, or pick a person.
- Submit the ticket.
To take a ticket, choose take it next to the assignee field, or use the Assign to me shortcut.
Changes are staged: the properties panel shows how many unsaved changes you have until you submit, and Revert undoes them.
Automatic assignment
Tickets can be assigned without anyone choosing:
- Support addresses and organizations can have a default group.
- Triggers can set the group and assignee from any condition.
- Assignment rules (Growth and up) share tickets round robin, respect each agent’s capacity and status, and can route by skill. See Assignment, capacity and round robin.
- Play mode hands agents the next ticket in a view one by one. See Play mode.
The default triggers email the assignee when a ticket is assigned to them, and the group when an unassigned ticket arrives in it.
Unassign
Pick the group only, or clear the assignee, then submit.
Related
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