Assign a ticket to an agent

Assigning a ticket puts it on a specific agent’s plate. It’s a simple dropdown in the ticket header, and takes effect the instant you pick a name — no separate save step.

Assign or reassign a ticket#

1. Open the ticket. In the header, next to the subject line, agents see an “Assigned to” dropdown — customers never see this; it’s agent-only.
2. Choose an agent’s name to assign the ticket to them, or choose “Unassigned” to clear the assignment.
3. The change saves immediately. There’s no separate Save button, and the assignee’s avatar and name show on the ticket row throughout the console right away.
4. If you assign the ticket to someone other than yourself, they get a notification (“You were assigned”) the next time they check their notifications bell.

Filter by assignee from the list#

• Without opening a ticket, click a row’s Assignee chip (the agent’s name/avatar) or its Unassigned chip to add that agent as a search filter — useful for seeing everything already on someone’s plate. This only filters the list; it doesn’t reassign anything.
• Use the Assignment toggle (All/Mine) above the list to jump straight to only the tickets assigned to you, regardless of what else is in the queue.

Good to know#

• A disabled or deleted agent can’t be picked from the dropdown going forward, but a ticket already assigned to them keeps showing their name until someone reassigns it.
• New tickets may already arrive pre-assigned if your workspace has routing rules set up for that ticket’s type (Settings → Agents → Routing). The “Assigned to” dropdown always lets you override that by hand.

Related articles#

• Search and filter your tickets
• Create and manage ticket types