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Assign a Ticket

Learn how to assign a ticket by default or manually, and reassign a ticket.

Ticket Assignment Rules

  1. 1.
    Any agent in the team can reply to an unassigned ticket.
  2. 2.
    No other agent or chatbot can respond to a ticket while the assigned agent manages the ticket.

Assign Automatically

Please refer to this page to learn in detail about Smart Ticket Assignment.

Assign a Ticket Manually

1. Select a pending ticket in your inbox.
2. Click the Assign button at the right-top corner. A new panel will appear on the right.
3. Choose the desired agent/group from the search results, and select Confirm to assign the ticket accordingly.
No other agent or chatbot can respond to a ticket while the assigned agent is managing the ticket.

Reassign a Ticket

1. Select an assigned pending ticket. Click on the name the ticket is assigned to.
2. A panel will appear on the right.
3. Choose the desired agent/group from the search results.‌, and select Confirm to reassign the ticket accordingly.