Enabling agents to assign tickets to their groups

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

Admins can assign tickets to any group. Agents can assign tickets, manually or via a macro, to any of the groups they belong to if they have the appropriate permissions or if an admin has enabled group reassignment in their ticket settings.

To enable agents to assign tickets to any of their groups

(Team and Professional) In the agent's profile, set Access to Tickets in agent's groups.
Note: On Team and Professional plans, when you restrict agent access to tickets within their group, those agents can no longer update end user information or add end users to tickets.

(Enterprise) In the custom role for the agent, set their ticket access to Within their groups or higher.

To enable agents to assign tickets to any group

(Enterprise) In the custom role for the agent, select Within their groups and Assign ticket to any group.

To enable agents to reassign tickets back to their group

In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.

Click Assignments and notifications to expand it.

Select Allow reassignment back to the general group.

Click Save.