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.
- Under User and Control, select Permissions.
- In the left menu, click 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.
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