Enabling agents to assign tickets to their groups


Admins can assign tickets to any group. Agents can assign tickets manually or through a macro to any group they belong to, provided they have the appropriate permissions, or if an admin or anagent in a custom rolewith permission has enabled group reassignment in ticket settings.


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Team, Growth, Professional, Enterprise, or Enterprise Plus










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Team, Professional, or Enterprise









Admins can assign tickets to any group. Agents can assign tickets manually or through a macro to
any group they belong to, provided they have the appropriate permissions, or if an admin
or an agent in a custom role with permission has
enabled group reassignment in 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.



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