Manually assigning a ticket to yourself, another agent, or a group

Depending upon how you manage incoming support requests, tickets may be automatically assigned to you, to other agents, and to groups. If you manually evaluate and assign tickets, then assigning yourself, another agent, or a group to a ticket is as simple as selecting the ticket assignee. You cannot assign tickets to light agents (see Understanding and setting light agent permissions).

Note: If your account contains only one agent, all tickets will automatically be assigned to that agent.

Assigning a Ticket to Yourself (0:44)

To manually assign a ticket to a group or another agent

1. Open a ticket from one your views.
2. You can assign the ticket to a group or to an agent and a group. When you click the Assignee field, all of your groups are listed alphabetically.

   

3. You can either scroll the list and select the group and then the agent or you can just enter the group or agent's name to filter the list. For example, to find an agent named Steven, enter that name and you'll see the following:

   

4. Select a group or another agent as the Assignee.
5. Click Submit to update the ticket.

To manually assign a ticket to yourself

1. Open a ticket from one your views.
2. Click Take it above the Assignee field.

   

   When a ticket is assigned to an agent automatically, the ticket is assigned to the agent in their default group. If you manually assign a ticket to an agent, you can choose to assign the ticket to the agent in any of their groups. For more information, see Changing the default group for your account or an agent.

3. Click Submit to update the ticket.

You can change a ticket assignee at any time.

You can also bulk assign tickets using a view. For example, you can open a view, pick and choose the tickets you want to assign to a single group or agent, and then assign all the tickets in a single step. See Managing tickets in bulk.