Manually assigning a ticket


What's my plan?





All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus









Support

Team, Professional, or Enterprise






Depending on how you manage incoming support requests, tickets may be
automatically assigned to you, to other agents, and to groups. If you
manually evaluate and assign tickets, then assigning yourself, another
agent, or a group to a ticket is as simple as selecting the ticket assignee.
You can manually assign tickets using the Assignee field in the ticket
properties panel, or you can use the assign link in ticket comments. If your
account contains only one agent, all tickets will automatically be assigned
to that agent.
You cannot assign tickets to light agents or
collaborators.
On Enterprise plans, you may assign public tickets to private groups. If you're not
a member of the private group, you'll lose access to the ticket after it's
assigned.


Note: There may be occasions when agents are prevented from reassigning
tickets to other agents. See Zendesk's Preventing agents from
reassigning tickets troubleshooting article to learn
more.

This article has the following sections:

Using the Assignee field to assign tickets
Using an assign link to assign tickets



Using the Assignee field to assign tickets

This section shows how to use the Assignee field in the ticket properties
panel to assign tickets manually.


Note: If you can't reassign a ticket from the Assignee
field, check out Zendesk's Reassigning a ticket
troubleshooting article.

To manually assign a ticket to a group or another agent


Open a ticket from one of your views.
You can assign the ticket to a group or to an agent and
a group. When you click the Assignee field,
all of your groups are listed alphabetically.


You can either scroll the list and select the group and
then the agent or you can just enter the group or
agent's name to filter the list. For example, to
find an agent named Jennifer, enter a part of that
name and you'll see the following:

Select a group or another agent as the
Assignee. If you manually assign a ticket
to an agent, you can choose to assign the ticket
to the agent in any of their groups. If you need
to change an agent's default group, see Changing a team
member's default group.

Click Submit to update the ticket.



To manually assign a ticket to yourself
Open a ticket from one your views.
Click take it above the Assignee
field.
If the ticket
is currently assigned to a group you don't belong
to, clicking take it assigns it to you in
your default group. If you are a group member, the
ticket is assigned to you and remains with the
current group. To change your default group, see
Changing the
default group for your account or a team
member.
Note: The
take it link doesn't appear for chat
tickets if an agent is actively serving the
chat.


Click Submit to update the ticket.


You can also bulk assign tickets using a view. For example, you can open
a view, pick and choose the tickets you want to assign to a single
group or agent, and then assign all the tickets in a single step.
See Managing tickets in bulk.



Using an assign link to assign tickets

This section describes how to use assign links in ticket comments to
manually assign a ticket to the agent who made the comment.








Assign link location
Interface type





In the Zendesk Agent
Workspace, the assign link appears below
the agent's name in ticket comments.



In the standard agent interface, the assign
link appears beside the agent's name, instead of
below it.




Assign links are available for both public comments and
internal notes made by agents. Comments made by end users don't have
assign links. Here are the exceptions when assign links don’t
appear:

Only agents who can reassign a ticket will see the
link. For example, light agents and contributors will not
see assign links in ticket comments.
You won't see assign links next to ticket comments
that aren't associated with an agent. For example, a system
message.
You also won’t see assign links next to agents who are
light agents or contributors because they are typically
ticket viewers and can’t solve tickets for the end
user.
In the Zendesk Agent Workspace, assign links don't
appear for live chat and active messaging conversations.
After the conversation has ended, assign links will appear.
For example, when the chat ends or a messaging user hasn’t
replied for over 10 minutes.
Assign links are visible in the events log for the
standard agent interface, but not for the Zendesk Agent
Workspace. This is by design.
You won't see an assign link next to an agent's ticket comments
if the ticket is already assigned to that agent.

To assign a ticket to another agent

In a ticket, scroll through the ticket comments and locate the
name of the agent you want to assign to the ticket. A
tooltip appears when you hover your mouse pointer
over the link.


Click the Assign link near the agent's name. When you
successfully assign a ticket, a green checkmark
(√) appears briefly next to the Assign link
and the ticket Assignee field is updated with
the agent's name and group.
If the agent is in
the same group as the ticket, the ticket is assigned
to the agent in that group. If the agent is not in
the same group, the ticket is assigned to the agent
in their default group. With the assign link, you
have to assign the ticket to a specific agent, you
can't assign it to a group. Tickets assigned to a
private group are considered private tickets and
can't be assigned to agents outside of the private
group.

Click Submit to update the ticket.


