Assign a ticket and set its team and priority
Give a ticket to a teammate, take it yourself, set a team and priority, move it to a queue and tag it, all from the ticket header and sidebar.
Last updated 2 min read
Every ticket should have an owner. Assign it to a person, give it to a team, and set its priority so the most important work is done first.
Before you start
- Who can do this: agents, admins and owners.
- Plan: all plans.
- What you need: teammates and, optionally, teams. See Create teams.
Step by step
- Open the ticket.
- Assignee: press the button showing the assignee (or Unassigned). Search under "Search people…" and pick a person, or yourself.
- Team: press the team button and pick a team or No team. On small screens it is under More actions.
- Priority: press the priority button and pick Critical, High, Normal or Low.
- Queue: in the sidebar under Ticket details, choose a Queue.
- Tags: in the sidebar, add tags. See Tag a ticket.
What happens next
Each change is saved straight away and recorded in the ticket's activity log, for example "assigned the ticket to Aiza", "set the team to Returns" or "set the priority to High". A message such as "Assigned to Aiza" confirms it.
The ticket moves into the matching views: Assigned to me for the assignee, team views for the team, and the Urgent pill for Critical and the High pill for High.
Priority levels
| Priority | Shown as |
|---|---|
| Critical | Red Urgent pill; Slack alert for new tickets |
| High | High pill |
| Normal | Default |
| Low | No pill |
A simple way to split the work
Many small teams use three habits. Agents work Assigned to me first, then take the oldest ticket from Unassigned. Leads check Unassigned twice a day and assign anything that has waited too long. Anything that needs a specialist, such as wholesale or warranty claims, gets the right team so it lands in that team's view, with a note explaining why.
Tips
- Take a ticket before you start writing, so nobody else answers at the same time.
- Your first reply assigns an unassigned ticket to you automatically.
- Let round robin do the routine assigning. See Assign tickets automatically.
- Agents who are Away or Offline keep their tickets; only automatic assignment skips them.
Troubleshooting
"Unknown member"
That person is no longer in the workspace. Refresh and pick someone else.
"Unknown team"
The team or queue was removed. Refresh the page.
"Unknown queue"
The team or queue was removed. Refresh the page.
"Invalid priority"
Pick one of the four levels.
"No one matches."
Your search found nothing. Check the spelling.
"No team matches."
Your search found nothing. Check the spelling.
Frequently asked questions
How do I assign a ticket to a teammate?
Open the ticket and press the assignee button in the header, which shows the current assignee or Unassigned. Search for the person and pick them. The activity log records assigned the ticket to them. Pick yourself to take the ticket, or choose unassigned to give it back to the team.
What do the priority levels mean?
There are four, Critical, High, Normal and Low. Normal is the default. Critical tickets show an Urgent pill in the ticket list and High tickets a High pill, and both count on Home under High priority. A new ticket with Critical priority also posts to Slack if Slack is connected.
Can a ticket have a team and a person at the same time?
Yes. The team says which group owns the ticket and the assignee says who is working on it. Removing the person keeps the team, so the group can see the ticket is still theirs. Views and reports can filter on either.
What is a queue on a ticket?
A queue is a named line of work with leads and backups, such as Returns or Wholesale, used by assignment and reports. Set it in Ticket details in the sidebar. Rules can also set the queue automatically, for example from the customer's message.
Can I assign tickets automatically?
Yes. Use a rule with a round robin action, which shares new tickets between available agents and gives each to whoever has the fewest open. Set an open-ticket limit per agent so nobody is overloaded. See the guide on assigning tickets automatically.
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Related articles
- Assign tickets automatically with round robinShare new tickets evenly between available agents with round robin, cap how many open tickets each agent gets and see who receives the next ticket.
- Create teams to group your agentsGroup agents into teams so tickets can be routed and reported per team. Create, edit and delete teams from Settings, Teams in a minute.
- Tag a ticketAdd and remove tags on a ticket from the sidebar, create a new tag on the fly, and use tags to build views, rules and reports.
- Use the customer and ticket details sidebarThe sidebar beside every ticket shows the customer, their note and phone, orders, tags, queue and ticket fields. Here is what each part does.
- See ticket history, rename, print or mark unreadShow every event on a ticket, such as assignments, tags and rules, rename an unclear subject, print the conversation and mark a ticket as unread.
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