How to Manually Assign Tickets

Manual ticket assignment involves an agent actively choosing who should handle a ticket based on factors like priority, agent availability or expertise.

Manual ticket assignment can be achieved from two areas:

• Card View
• Ticket Details Page

Assigning Tickets from the Card Layout View

Card View enables you to update ticket properties, such as the assignee, without opening the ticket. To assign a ticket:

1. From the ticket listing page, locate the ticket you want to assign.
2. Click the dropdown icon next to the headset symbol.
3. In the pop-up window, select the desired routing option:
   • Group to assign the ticket to a specific team.
   • Agent to assign it to an individual.
   • Assign to Me to set current user (yourself) as the assignee.
4. Click the checkmark (✓) icon to save your changes.

Assigning Tickets from the Ticket Details Page

To assign a ticket from the Ticket Details page:

1. Open the ticket you want to assign.
2. In the right-hand panel, find the Assignee field.
3. Click Assign to me to route the ticket to yourself, or use the dropdown to select another agent.
4. Select a Group to assign the ticket to a team, and an Agent to assign it to an individual.
5. Click the checkmark (✓) icon to save the changes.