Manually Assign a Ticket - Zoho Desk Knowledgebase

Assign Tickets Manually in Zoho Desk

A new ticket received in your Zoho Desk will stay unassigned. The support manager can assign them to you or your team. You could also pick them up by yourselves. Tickets can be assigned from the List View or the Detail View. 

To assign a ticket from the List View:
  1. Click the Tickets module. 
  2. Open a List View from the left panel.
  3. Click the Avatar image (  ) corresponding to the unassigned ticket. 



  4. Select an agent or a team from the drop menu.
    You can use the search bar to locate an agent or a team quickly.
The ticket is now assigned. 

To assign a ticket from its Detail View:
  1. Open a ticket to view its details.


     
  2. Click the Avatar image (  ) in the left pane.



  3. Select an agent or a team from the drop menu. You can assign the ticket to a team or a specific agent (click  icon alongside the team name) within a team.
    You can use the search bar to locate an agent or a team quickly.
The ticket is now assigned. You can change the ticket owner 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 a bunch of 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. 


    Redefine the way you work
    with Zoho Workplace

      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 CRM Training

        Create, share, and deliver

        beautiful slides from anywhere.

        Get Started Now


          Get started with Zoho Sign

          in a few quick steps!

          Download Help Guide





                    Secure your business
                    communication with Zoho Mail


                    Mail on the move with
                    Zoho Mail mobile application

                      Stay on top of your schedule
                      at all times


                      Carry your calendar with you
                      Anytime, anywhere




                              Zoho Sign Resources

                                Sign, Paperless!

                                Sign and send business documents on the go!

                                Get Started Now


                                    Zoho SalesIQ Resources



                                        Zoho TeamInbox Resources



                                                Zoho DataPrep Resources



                                                  Zoho DataPrep Demo

                                                  Get a personalized demo or POC

                                                  REGISTER NOW


                                                    Design. Discuss. Deliver.

                                                    Create visually engaging stories with Zoho Show.

                                                    Get Started Now











                                                                          • Related Articles

                                                                          • Ticket Assignment for Zoho Desk

                                                                            Assigning tickets to the correct agent results in a faster response from the right person. To accomplish this, you need to know which agents are available, so you can assign tickets to agents who can provide the right response immediately. You also ...
                                                                          • Creating Ticket Assignment Rules

                                                                            Assignment rules help you automatically assign the tickets that are received in your Zoho Desk. The rule based on certain specified conditions can route tickets to the appropriate department and further assign ownership to it. While this makes sense ...
                                                                          • Assigning Tickets in Round-Robin Order

                                                                            Simply put, Round Robin is a rotation through a group. In Zoho Desk parlance, Round Robin is a method of assigning tickets to agents. The round robin rule will distribute and assign the incoming tickets equally amongst a group of agents. For example, ...
                                                                          • Understanding ticket accessibility

                                                                            Knowing which tickets can be accessed by which user and based on what permission is important when you set out to receive tickets in your Zoho Desk. For example, you may allow seeing only own agent's tickets, but see all unassigned; allow editing ...
                                                                          • How to manually log a ticket in Zoho Desk?

                                                                            Most businesses today serve their customers over the telephone. So, once an agent has heard what the customer wants over the phone, he should eventually log a ticket to acknowledge the problem.        Zoho Desk provides an intuitive Add Ticket ...
                                                                          Wherever you are is as good as
                                                                          your workplace

                                                                            Resources

                                                                            Videos

                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                            eBooks

                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                            Webinars

                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                            CRM Tips

                                                                            Make the most of Zoho CRM with these useful tips.



                                                                              Zoho Show Resources