Assigning a ticket puts it on a specific agent’s plate. It’s a simple dropdown in the ticket header, and takes effect the instant you pick a name — no separate save step.
Assign or reassign a ticket
- Open the ticket. In the header, next to the subject line, agents see an “Assigned to” dropdown — customers never see this; it’s agent-only.
- Choose an agent’s name to assign the ticket to them, or choose “Unassigned” to clear the assignment.
- The change saves immediately. There’s no separate Save button, and the assignee’s avatar and name show on the ticket row throughout the console right away.
- If you assign the ticket to someone other than yourself, they get a notification (“You were assigned”) the next time they check their notifications bell.
Filter by assignee from the list
- Without opening a ticket, click a row’s Assignee chip (the agent’s name/avatar) or its Unassigned chip to add that agent as a search filter — useful for seeing everything already on someone’s plate. This only filters the list; it doesn’t reassign anything.
- Use the Assignment toggle (All/Mine) above the list to jump straight to only the tickets assigned to you, regardless of what else is in the queue.
Good to know
- A disabled or deleted agent can’t be picked from the dropdown going forward, but a ticket already assigned to them keeps showing their name until someone reassigns it.
- New tickets may already arrive pre-assigned if your workspace has routing rules set up for that ticket’s type (Settings → Agents → Routing). The “Assigned to” dropdown always lets you override that by hand.