Depending on 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 can manually assign tickets using the Assignee field in the ticket properties panel, or you can use the assign link in ticket comments. If your account contains only one agent, all tickets will automatically be assigned to that agent.
You cannot assign tickets to light agents or collaborators.
On Enterprise plans, you may assign public tickets to private groups. If you're not a member of the private group, you'll lose access to the ticket after it's assigned.
This article has the following sections:
Using the Assignee field to assign tickets
This section shows how to use the Assignee field in the ticket properties panel to assign tickets manually.
To manually assign a ticket to a group or another agent
- Open a ticket from one of your views.
- 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.
- 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 Jennifer, enter a part of that
name and you'll see the following:
- Select a group or another agent as the
Assignee.
If you manually assign a ticket to an agent, you can choose to assign the ticket to the agent in any of their groups. If you need to change an agent's default group, see Changing a team member's default group.
- Click Submit to update the ticket.
- Open a ticket from one your views.
- Click take it above the Assignee
field.If the ticket is currently assigned to a group you don't belong to, clicking take it assigns it to you in your default group. If you are a group member, the ticket is assigned to you and remains with the current group. To change your default group, see Changing the default group for your account or a team member.Note: The take it link doesn't appear for chat tickets if an agent is actively serving the chat.
- Click Submit to update the ticket.
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.
Using an assign link to assign tickets
This section describes how to use assign links in ticket comments to manually assign a ticket to the agent who made the comment.
Assign link location | Interface type |
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In the Zendesk Agent Workspace, the assign link appears below the agent's name in ticket comments. |
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In the standard agent interface, the assign link appears beside the agent's name, instead of below it. |
Assign links are available for both public comments and internal notes made by agents. Comments made by end users don't have assign links. Here are the exceptions when assign links don’t appear:
- Only agents who can reassign a ticket will see the link. For example, light agents and contributors will not see assign links in ticket comments.
- You won't see assign links next to ticket comments that aren't associated with an agent. For example, a system message.
- You also won’t see assign links next to agents who are light agents or contributors because they are typically ticket viewers and can’t solve tickets for the end user.
- In the Zendesk Agent Workspace, assign links don't appear for live chat and active messaging conversations. After the conversation has ended, assign links will appear. For example, when the chat ends or a messaging user hasn’t replied for over 10 minutes.
- Assign links are visible in the events log for the standard agent interface, but not for the Zendesk Agent Workspace. This is by design.
- You won't see an assign link next to an agent's ticket comments if the ticket is already assigned to that agent.
To assign a ticket to another agent
- In a ticket, scroll through the ticket comments and locate the
name of the agent you want to assign to the ticket.
A tooltip appears when you hover your mouse pointer over the link.
- Click the Assign link near the agent's name.
When you successfully assign a ticket, a green checkmark (√) appears briefly next to the Assign link and the ticket Assignee field is updated with the agent's name and group.
If the agent is in the same group as the ticket, the ticket is assigned to the agent in that group. If the agent is not in the same group, the ticket is assigned to the agent in their default group. With the assign link, you have to assign the ticket to a specific agent, you can't assign it to a group. Tickets assigned to a private group are considered private tickets and can't be assigned to agents outside of the private group.
- Click Submit to update the ticket.
18 comments
Diego M
Hello, is there a way to select 10 tickets and assign them all to a different group / person ?
thanks,
0
Casey Eisenberg
Hello,
Is there a way to tell who assigned a ticket to someone? Meaning if a manager assigns a ticket to an agent are we able to tell who that manager is either in the ticket, in Explore, or both?
Thank you
0
Shannon Kertis
Hey Casey! Welcome to the Zendesk Community!
At a quick glance, you can check ticket assignee changes by viewing the ticket events. For tracking historical ticket reassignments, you can create an Explore report using the Support: Updates history dataset. Depending on what exactly you'd like to capture, a few recipes come to mind. See below for examples of how you can build these reports:
Hope that helps!
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Jacquie
Hi Shannon, is it possible to see in the ticket Event or elsewhere if an agent assigned a ticket to themselves via Play Mode or otherwise (ie. searching for the ticket in the Search bar then choosing to Take it)?
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Beto
Hello Jacqueline, thank you for your question!
Yes, in order to know if an Agent assigned a ticket to themselves, you can see it on the ticket events. It will be the same if it was via play mode, or searching for a ticket on the search bar. What you need to look for is the update where the assignee was set up. You will know the Agent assigned the ticket to themselves if the update is done by the same Agent. Something like this:
I hope this was helpful!
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Mathias Lakshøj-Hansen
Hi :)
We've "just" switched to the "new" workspace. I've noticed that when you need to assign a ticket to another group you now have to do it twice in a way.
When opening/pressing the Assignee drop down menu, we write the name of the group we want to assign to. When pressing the group, a different group than the ticket is assigned to, it opens the group and gives us the possibility to assign to agents in the group and at the top of the list there is the group itself.
Normally we wouldn't assign a ticket to a specific agent by searching a group and the the person. We would just write the persons name
My question is, would it be possible to make it possible to assign to another group by only clicking once? instead of having to click twice? :)
I know that it's a small thing, but it can save a lot of clicks for our agents over time.
0
Dane
Clicking the group two times to assign it to that specific group is by design. Unfortunately, there's no option to modify it.
1
Fury Op
Hey there, i have one doubt.
Is there a way to send a notification whenever an agent replies to the user's support tickets ?
1
Brandon (729)
Hi Fury,
This is one of the default notificaitons in Zendesk: Notify Requester & CCs of a ticket update. The condition is required that there is a public comment on the ticket. Hope this helps!
Brandon
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Fury Op
Hi there, Great. also how can i use push notification to give users alter on mobile ?
0
Fury Op
Also I have one doubt when agent lets say supporter role user comments on ticket will it send email at that time ?
0
Fury Op
Hey brandon.tidd,
any. updates on this queries ? also i wanted to ask in `Notify Requester & CCs of a ticket update` will notify me after 10 minutes. Am i correct ?
0
Brandon (729)
Hey Fury Op -
Sorry for the delay!
Hi there, Great. also how can i use push notification to give users alter on mobile ? > Would recommend downloading the Free Zendesk Mobile app
Also I have one doubt when agent lets say supporter role user comments on ticket will it send email at that time ? > By default the system will notify end-user / requester of comment update, and optionally another Trigger to alert assignee of comment update. Both of these can be found in your Triggers section of the admin center.
also i wanted to ask in `Notify Requester & CCs of a ticket update` will notify me after 10 minutes. Am i correct ? > Triggers fire immediately on ticket update, though it may take a few minutes for the email notification to come through depending on how often your Inbox refreshes.
More info here: https://support.zendesk.com/hc/en-us/articles/4408822236058-About-triggers-and-how-they-work
Brandon
0
Kerry Payton
So our enterprise ran into a strange issue today with NOT being able to manually assign a ticket. Is there a status restriction on assigning tickets to other teams/groups? The ticket status was OPEN and we could NOT assign the ticket to another team, but we had no issues assigning a ticket with NEW status. Not sure if that matters??
0
Audrey Ann Cipriano
Hi Kerry Payton there's no status restrictions on reassigning tickets unless there are business rules on your account that can stop you from reassigning them.
I recommend checking the events of the affected tickets to see if there are any triggers firing on those tickets. If you need further assistance, please contact us via Messaging so we can check on your account :) Thanks, Kerry!
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Kerry Payton
Great, thanks! I tested some other tickets which were able to be manually assigned to other teams in OPEN status. Not sure what happened with this case, but will keep an eye out for the events and triggers next time we come across that issue.
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Audrey Ann Cipriano
Alrighty, thanks, Kerry!
0
Sergio Ramos Rojas
How do I prevent agents assigning tickets manually to other agents?
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