Manual Assignment
Assign tickets to specific agents or teams manually:
- Open a ticket from the inbox
- Click the Assign dropdown in the ticket header
- Select an agent or team from the list
- The assigned agent will receive a notification
Auto-Assignment
Set up rules to automatically route incoming tickets to the right person:
- Round-robin — Distribute tickets evenly among available agents
- Channel-based — Route tickets based on the source channel
- Keyword-based — Auto-assign based on message content
- Label-based — Route based on auto-applied labels
- Team-based — Assign to specific teams based on rules
Reassignment
Tickets can be reassigned at any time. When a ticket is reassigned:
- The previous assignee is notified
- The new assignee receives an assignment notification
- An internal note is automatically added showing the change
💡 Tip: Use the "Unassigned" filter to find tickets that haven't been picked up by any agent yet. This helps ensure no customer is left waiting.