Manually assigning a ticket

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  • Diego M

    Hello, is there a way to select 10 tickets and assign them all to a different group / person ?


  • Casey Eisenberg


    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

  • Shannon Pesta
    Zendesk Customer Care

    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! 

  • Jacqueline Lolong

    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)?

  • Beto
    Zendesk Customer Care

    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! 

  • 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.

  • Dane
    Zendesk Engineering
    Hi Mathias,
    Clicking the group two times to assign it to that specific group is by design. Unfortunately, there's no option to modify it.

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