Assigning Tickets and Collaborating as a Team

Collaborate on Requests

Assign Ticket

In the ticket detail view, you will find the "Assigned to" section on the right. Click on it and select an agent from the dropdown. You can also search by name.

Claim Ticket

Even faster: Click the "Take" button directly in the ticket list to assign an unassigned ticket to yourself.

Use Tab Filters

• All — All tickets of the organization
• Mine — Only tickets assigned to you
• Unassigned — Tickets without an agent, still waiting for assignment

Teams and Routing

If you have set up teams and mailboxes are assigned to a team, team members will see only their team's tickets under "Mine." This prevents the billing team from accidentally handling support tickets.