Assign Tickets Manually
By default, a new ticket received in the Zoho Desk will stay unassigned, unless there is assignment or round-robin rule is defined. The support manager or the administrator has the privilege to assign those unassigned tickets to the respective agent or team.
In addition, Zoho Desk allows the agents with view unassigned tickets permission to pick the unassigned tickets by themselves. Please note that only the administrator has the privilege to define the profile permissions for an agent or support administrator.
To enable/disable the view unassigned ticket permission
- Go to Setup > User Management > Profiles.
- Select the desired profile.
- Under Ticket Permissions, enable/disable the View Unassigned option.
Assigning Tickets Manually
Tickets can be assigned from the List View or the Detail View.
To assign a ticket from the List View
- Click the Tickets module.
- Open a List View from the left menu.
- Click the Avatar image (
) corresponding to the unassigned ticket.
- Select an agent or a team from the drop-down menu.
You can also use the search bar to locate an agent or a team quickly.
To assign a ticket from its Detail View
- Open the desired ticket from the Tickets module.
- Click the Avatar image (
) in the left menu.
- Select an agent or a team from the drop-down menu.
You can assign the ticket to a team or a specific agent (clickicon alongside the team name) within a team.
Note
- Ticket owner can be changed at any time.
- The agents will receive an email notification when a ticket is assigned to them. Likewise, when a ticket is assigned to a team a notification is sent out to all the agents in the team.
- You can also assign bulk tickets from the Ticket List View. For example, you can open a view, select the tickets you want to assign and then assign them all in a click.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Automatic Triaging and Assignment of Tickets
As a B2C, your customer support team may be directly involved with resolving customer questions, or you may be bound by the contract to extend support services to other businesses as a service provider. In either case, the key factors that determine ...FAQs: Working on Tickets
What are Tickets Tabs in Zoho Desk? Tickets Tabs in Zoho Desk are designed to organize and provide contextual information about support tickets within the help desk system. These tabs enable users to connect tickets with other standard modules of ...Creating Buttons for Tickets
Buttons allow users to perform a specific action with a click, such as create, edit, delete, or notify. In Zoho Desk, default buttons facilitate common actions such as sharing tickets, creation of records, selecting views, cloning records, or ...Assigning Tickets using Workflow and Assignment Rules
Automatic assignment of tickets to agents can reduce the chances of missing out addressing customer requests. It improves ticket handling as businesses can plan and triage tickets to the right team and agents to ensure there is no delay in responding ...Creating Workflow Rules
Workflow Rules are a set of actions (alerts, tasks, field updates and custom functions) that are executed when certain specified conditions are met. These rules automate the process of sending email alerts, assigning tasks and updating certain fields ...
New to Zoho LandingPage?
Zoho LandingPage Resources