Assign tickets to agents and teams

Every ticket can have one agent and one team. The agent is the person answering it; the team is the group responsible for it, such as Orders & Shipping. The two are set separately: a ticket can have a team and no agent yet, which is how a team's shared queue usually looks.

Assign one ticket#

The agent and team buttons sit under the subject, next to the priority.

1. Click the agent button, or press A.

2. Pick a name, or type to narrow the list. Assign to me is at the top.

3. To set the team, click the team button beside it and pick one.

To take the agent off, choose No agent; for the team, No team. The ticket then shows up in Unassigned again.

People with the Observer role appear greyed out with the reason: observers cannot be assigned tickets. Deactivated users and automation accounts are not listed.

Every change is recorded as a grey line in the conversation, such as "Maggie Cole assigned the ticket to Sam Ortiz".

Replying takes the ticket#

When you send a reply on a ticket nobody has, the helpdesk assigns it to you. Internal notes do not count, and neither do replies from rules, Haylee or other automation accounts. A ticket that already has an agent keeps them when someone else replies.

Assign many at once#

Select tickets in a view with their checkboxes, choose Assign in the bar that appears, and pick an agent or a team. See Act on many tickets at once.

What else assigns tickets#

• Rules can assign an agent or a team when a ticket arrives or changes, for example sending every wholesale enquiry to the Wholesale team. See Rule conditions and actions.

• Macros can assign when you send them, such as a returns macro that hands the ticket to your returns lead. See Macro actions.

Spreading new tickets across the available members of a team in turn is set up in Workflows > Auto-assignment, but it does not assign tickets yet. Until it does, use rules to route tickets to teams and let agents take them from the team's view. See Auto-assignment.

Who hears about it#

The person assigned sees it under the bell straight away and, unless they have turned it off, gets an email. Team members see team assignments under the bell too, and can choose to be emailed about them. See Notifications.

Find your tickets#

Assigned to me lists your open tickets, and Unassigned lists open tickets with no agent. A view filtered by team gives each team its own queue; see Views.