Why It Matters
Promptly assigning tickets ensures clear ownership, preventing requests from languishing in a general triage queue while agents assume someone else is handling them.
How to Do It
- View the Queue: Navigate to Assistance → Tickets to view your active queue.
- Assign a Single Ticket: If you are taking ownership of a single request, open the specific unassigned ticket, locate the Assigned to field in the primary details panel, and select your own name or the relevant support group from the dropdown list.
- Bulk Assign Tickets: If you are a manager triaging a large queue, you can assign multiple tickets at once directly from the list view. Simply check the boxes next to the relevant tickets, click the Update button, select the Assigned to field from the available options, and then choose the new assignee to bulk-update them all simultaneously.
- Save Changes: Save your updates to officially transfer ownership of the issues.
Next Steps
Check your personal dashboard or filtered queue to confirm the tickets now appear under your active workload, ensuring you receive all future email updates and replies from the requesters.
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