Plan requirement
| Subscription | Any plan |
| Access | Agent |
Your own name missing from the assignee list is almost always about groups, and there are three reasons it happens.
You are not in the ticket's group
The most common cause. An agent can only be assigned within a group they belong to, so if the ticket sits with a group you are not in, your name is not offered. Changing the group first makes you appear.
Whether you may change the group depends on your ticket access, which is why this can look like a bug when it is a permission.
Your ticket access is limited
Agents can be restricted to their own group's tickets, or to tickets assigned to them personally. With the narrower settings you can see a ticket without being able to take it. An admin sets this per agent.
You are the requester
If you raised the ticket yourself, Zendesk may prevent you from also working it, depending on how your account is configured. Admins can allow or block this deliberately, and blocking it is a reasonable control in some organisations.
What to do
Check the ticket's group first. If you should be in it, ask an admin to add you rather than reassigning the ticket to a group you happen to belong to. Moving tickets to fit permissions makes queues meaningless over time.
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