Plan requirement
| Subscription | Any plan |
| Access | Agent |
Assigning is how a ticket gets an owner. Group and agent are separate fields, and knowing which to set decides who sees it.
Assign a ticket
- Open the ticket.
- In the properties panel, set the Assignee field.
- Choose a group, an agent within that group, or both. The list shows all your groups alphabetically, and typing a group or agent name filters it.
- Submit.
Most agents use the take it link above the Assignee field to assign a ticket to themselves in one click, which is quicker than working through the dropdown.
It does not always leave the ticket where it was, though. If you belong to the group the ticket is in, it stays with that group and gets your name. If you do not, taking it moves the ticket into your default group as well. So an agent helping out on another team's queue quietly takes the ticket out of that queue, and the team that was watching it stops seeing it.
Group or agent
- Group only means the ticket belongs to a team and anyone in it can pick it up. Right when you want a queue rather than a named owner.
- Group and agent means one person is responsible. Right once someone has taken it on.
Choosing the agent first sets the group automatically, because an agent can only be assigned within a group they belong to. That is why a colleague sometimes does not appear in the list: they are not in that group.
Handing over well
Reassigning without explanation is how tickets bounce. Add an internal note saying what you did, what you found and what you think is next, then change the assignee. It costs twenty seconds and saves the next person reading the whole thread.
When routing does it for you
If your account uses omnichannel routing, tickets are assigned automatically based on queues, skills and agent capacity. Manual assignment still works, but you are generally better off letting the rules do it and intervening only when they get it wrong.
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