Assigning tickets
Every ticket needs an owner so nothing falls through the cracks. You can assign work by hand, hand a ticket to a whole team, or let Helpdesk route new tickets automatically.
Assign to an agent
In the ticket’s properties panel, set the Assignee to a specific agent. That agent becomes the owner, the ticket appears in their personal views, and they are notified. Reassign at any time by picking a different agent, or clear the assignee to send the ticket back to the unassigned pool. To grab a ticket for yourself in one click, use Take it.
Use manual assignment when a ticket needs a named expert, when you are triaging by hand, or when you want to reassign after an agent goes offline.
Assign to a team
Instead of a single person, you can assign a ticket to a group (team). The ticket sits in that group’s shared queue until a member picks it up or routing hands it to someone. This keeps ownership with the right team even before an individual is chosen — and once a group is set, the assignee list narrows to that group’s members, so you only pick from people who can actually handle it. Create and manage teams under Settings → Team → Groups.
Automatic routing
Let Helpdesk assign incoming tickets for you so agents don’t have to grab work manually.
- Configuration — turn routing on and set how tickets are distributed. See Settings → Routing → Configuration.
- Queues — define the pools that routing draws from under Settings → Routing → Queues.
- Health — check that routing is flowing and agents are receiving work under Settings → Routing → Health.
You can pair routing with agent skills (Settings → Team → Skills) so tickets reach agents matched to the topic.