Assign a ticket to an agent or group

A ticket has a Group and an Assignee. The group is the team responsible; the assignee is the person working on it.

Assign it yourself

1. In the ticket's Properties, open the Assignee field.
2. Search groups and agents. Pick a group to leave it with Anyone in that group, or pick a person.
3. Submit the ticket.

To take a ticket, choose take it next to the assignee field, or use the Assign to me shortcut.

Changes are staged: the properties panel shows how many unsaved changes you have until you submit, and Revert undoes them.

Automatic assignment

Tickets can be assigned without anyone choosing:

• Support addresses and organizations can have a default group.
• Triggers can set the group and assignee from any condition.
• Assignment rules (Growth and up) share tickets round robin, respect each agent's capacity and status, and can route by skill. See Assignment, capacity and round robin.
• Play mode hands agents the next ticket in a view one by one. See Play mode.

The default triggers email the assignee when a ticket is assigned to them, and the group when an unassigned ticket arrives in it.

Unassign

Pick the group only, or clear the assignee, then submit.

Related

• Assignment, capacity and round robin
• Create groups