Manually assigning a ticket

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<div class="body">
<p class="p">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. </p>
<p class="p">You cannot assign tickets to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">light agents</a> or
collaborators.</p>
<p class="p">On Enterprise plans, you may assign public tickets to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4767122732058" target="_blank">private groups</a>. If you're not
a member of the private group, you'll lose access to the ticket after it's
assigned.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> There may be occasions when agents are prevented from reassigning
tickets to other agents. See Zendesk's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882739610-How-can-I-prevent-agents-from-reassigning-tickets-to-other-agents-" target="_blank">Preventing agents from
reassigning tickets troubleshooting article</a> to learn
more.</div>
</div>
<p class="p">This article has the following sections:</p>
<ul class="ul" id="topic-1__ul_z3n_5nk_lrb">
<li class="li"><a class="xref" href="#topic_dpw_gnk_lrb">Using the Assignee field to assign tickets</a></li>
<li class="li"><a class="xref" href="#topic_scs_3nk_lrb">Using an assign link to assign tickets</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dpw_gnk_lrb">
<h2 class="title topictitle2" id="ariaid-title2">Using the Assignee field to assign tickets</h2>
<div class="body">
<p class="p">This section shows how to use the Assignee field in the ticket properties
panel to assign tickets manually. </p>
<div class="p">
<iframe allowfullscreen="true" controls="controls" height="225" src="https://fast.wistia.net/embed/iframe/5ft2q53u8n" width="400"></iframe><div class="note note">
<span class="notetitle">Note:</span> If you can't reassign a ticket from the Assignee
field, check out Zendesk's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887050266-I-can-t-reassign-a-ticket" target="_blank">Reassigning a ticket
troubleshooting article</a>.</div>
</div>
<p class="p"><strong class="ph b">To manually assign a ticket to a group or another agent</strong></p>
<div class="p">
<ol class="ol" id="topic_dpw_gnk_lrb__ol_omd_jgj_vf">
<li class="li">Open a ticket from one of your views.</li>
<li class="li">You can assign the ticket to a group or to an agent and
a group. When you click the <strong class="ph b">Assignee</strong> field,
all of your groups are listed alphabetically.
<p class="p"><img class="image img-screenshot" height="NaN" id="topic_dpw_gnk_lrb__image_snd_jgj_vf" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_assignee_groups_alphabetical.png" width="NaN"></p>
</li>
<li class="li">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:<p class="p"><img class="image img-screenshot" height="NaN" id="topic_dpw_gnk_lrb__image_und_jgj_vf" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_assignee_search.png" width="NaN"></p>
</li>
<li class="li">Select a group or another agent as the
<strong class="ph b">Assignee</strong>.<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722#topic_jsd_kss_4nb" target="_blank">Changing a team
member's default group</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to update the ticket. </li>
</ol>
</div>
<div class="p">
<strong class="ph b">To manually assign a ticket to yourself </strong><ol class="ol" id="topic_dpw_gnk_lrb__ol_qcy_rfb_gh">
<li class="li">Open a ticket from one your views.</li>
<li class="li">Click<strong class="ph b"> take it</strong> above the <strong class="ph b">Assignee</strong>
field.<p class="p"><img class="image img-screenshot" height="NaN" id="topic_dpw_gnk_lrb__image_qfg_zch_gh" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_assignee_take.png" width="NaN"></p>
<div class="p">If the ticket
is currently assigned to a group you don't belong
to, clicking <strong class="ph b">take it</strong> 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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Changing the
default group for your account or a team
member</a>.<div class="note note" id="topic_dpw_gnk_lrb__note_c1b_bv2_25b">
<span class="notetitle">Note:</span> The
<strong class="ph b">take it</strong> link doesn't appear for chat
tickets if an agent is actively serving the
chat.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to update the ticket.</li>
</ol>
</div>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886890906" target="_blank">Managing tickets in bulk</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_scs_3nk_lrb">
<h2 class="title topictitle2" id="ariaid-title3">Using an assign link to assign tickets</h2>
<div class="body">
<p class="p">This section describes how to use assign links in ticket comments to
manually assign a ticket to the agent who made the comment. </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_scs_3nk_lrb__table_g2t_qq1_mrb" rules="all" summary="">
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<col style="width:50%">
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<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e213">Assign link location</th>
<th class="entry cellrowborder" id="d52e216">Interface type</th>
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<td class="entry cellrowborder" headers="d52e213"><img class="image img-screenshot" id="topic_scs_3nk_lrb__image_uk4_vlm_lrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_quick_assign_aw2.png"></td>
<td class="entry cellrowborder" headers="d52e216">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent
Workspace</a>, the assign link appears below
the agent's name in ticket comments. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e213"><img class="image img-screenshot" id="topic_scs_3nk_lrb__image_wbf_rcm_lrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_quick_assign_standard.png"></td>
<td class="entry cellrowborder" headers="d52e216">In the standard agent interface, the assign
link appears beside the agent's name, instead of
below it.</td>
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</tbody>
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<p class="p" dir="ltr">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:</p>
<ul class="ul" id="topic_scs_3nk_lrb__ul_frs_5gt_nrb">
<li class="li" dir="ltr">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. </li>
<li class="li" dir="ltr">You won't see assign links next to ticket comments
that aren't associated with an agent. For example, a system
message. </li>
<li class="li" dir="ltr">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.</li>
<li class="li" dir="ltr">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.</li>
<li class="li" dir="ltr">Assign links are visible in the events log for the
standard agent interface, but not for the Zendesk Agent
Workspace. This is by design.</li>
<li class="li">You won't see an assign link next to an agent's ticket comments
if the ticket is already assigned to that agent.</li>
</ul>
<p class="p"><strong class="ph b">To assign a ticket to another agent</strong></p>
<ol class="ol" id="topic_scs_3nk_lrb__ol_etd_h2l_lrb">
<li class="li">In a ticket, scroll through the ticket comments and locate the
name of the agent you want to assign to the ticket.<p class="p">A
tooltip appears when you hover your mouse pointer
over the link.</p>
<p class="p"><img class="image img-screenshot" id="topic_scs_3nk_lrb__image_kcb_b3t_nrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/quick_assign_tooltip2.png"></p>
</li>
<li class="li">Click the <strong class="ph b">Assign</strong> link near the agent's name. <p class="p">When you
successfully assign a ticket, a green checkmark
(<strong class="ph b">√</strong>) appears briefly next to the Assign link
and the ticket <strong class="ph b">Assignee</strong> field is updated with
the agent's name and group.</p>
<p class="p">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.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to update the ticket.</li>
</ol>
</div>
</div>