When a support ticket is assigned to a teammate, it will be filtered under their name on the Left Menu:
You can assign tickets individually, or in bulk:
Assign Individual Tickets to Teammates
You can assign tickets one at a time with the conversation, or from your inbox. To have a ticket assigned to you automatically when you reply, open Settings > Settings in the Helpdesk left menu. On the General tab, under Ticket Settings, tick When I reply to an unassigned ticket, automatically assign it to me and click Save Settings.
Assign within a conversation
Click the assignee avatar (near the top right of the screen) and select a teammate from the drop-down list. Hover the avatar to see who has the ticket, or choose Unassigned to clear it.
Assign from the inbox
If your inbox shows tickets as a table, click the assignee in the Assign To column for the ticket you want to assign. If there is no such column, assign from inside the ticket or in bulk.
Assign Tickets in Bulk
Choose multiple tickets with the checkboxes on the left of each ticket.
Then, select and assign a teammate with the Assign icon (two people) that appears at the top of your inbox once tickets are selected.
If you have any questions, feel free to reach out to us anytime at [email protected]