Assigning & Reassigning Tickets
Proper ticket assignment ensures the right agent handles each issue. Learn about manual assignment, auto-assignment rules, and when to reassign.
Manual Assignment
To assign a ticket manually:
- 1
Open the ticket you want to assign
- 2
Click the "Assignee" field in the ticket details panel
- 3
Select an agent from the dropdown, or search by name
- 4
The agent receives a notification about the new assignment
Tip: You can also assign to a Team instead of an individual. Any team member can then claim the ticket.
Auto-Assignment Rules
Set up rules to automatically assign tickets based on criteria. Configure at Settings → Automations → Assignment Rules.
Round Robin
Distributes tickets evenly among available agents
Load Balanced
Assigns to agents with the fewest open tickets
Skill-Based
Routes based on ticket content, tags, or customer attributes
# Example: Route billing tickets
IF subject contains "billing" OR "invoice"
THEN assign to Billing Team
When to Reassign
Common scenarios for ticket reassignment:
Expertise Required
Issue needs specialist knowledge
Shift Handoff
Agent ending their shift
Workload Balance
Redistribute during high volume
Escalation
Senior agent or manager needed
💡 Best Practice
When reassigning, add an internal note explaining why. This gives the new assignee context and creates an audit trail.