Plan requirement
| Subscription | Any plan |
| Access | Agent |
Your own name missing from the assignee list comes down to one of three things: what kind of agent you are, which group the ticket sits with, or how your ticket access is set.
Symptoms
- You open the Assignee field and your own name is not in the list.
- There is no take it link above the Assignee field.
- You can read the ticket perfectly well but cannot take it.
Are you a light agent or a collaborator?
Then this is not a configuration problem. Tickets cannot be assigned to light agents or collaborators at all. It is the one cause that no permission change will fix, so it is worth ruling out first: a colleague who was added as a light agent to save a seat will never appear in the list.
Are you a member of the ticket's group?
When a ticket is assigned to an agent, it is assigned to that agent in one of their groups. If the ticket sits with a group you do not belong to, you are not offered. Being added to the group makes your name appear.
Whether you may move the ticket to another group yourself depends on your own permissions, which is why this can look like a bug when it is a permission. An admin can also switch on Allow reassignment back to the general group under Admin Center > Objects and rules > Tickets > Settings > Assignments and notifications.
Is your ticket access restricted?
Agents can be limited to the tickets of their own group, or to tickets already assigned to them. With the narrower settings you see a ticket without being able to take it. An admin sets this per agent.
What to do
Check the ticket's group first. If you should be in that group, ask an admin to add you rather than moving the ticket to a group you happen to belong to. Reassigning tickets to fit permissions makes queues meaningless over time, and the next person looking for that ticket will not find it where it belongs.
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