Assigning Tickets to Agents and Teams

Ticket assignment determines which team and, when applicable, which agent is responsible for the next action.

Team assignment

Assign a ticket to the team that owns the relevant type of work.

Team assignment is useful when responsibility belongs to a group but the final agent has not yet been selected.

Agent assignment

Assign an agent when a specific person is responsible for handling the ticket.

Depending on the workflow, an agent may be assigned together with a team.

Unassigned tickets

A ticket can remain unassigned when responsibility has not yet been determined.

Operational views should be used to monitor unassigned work so requests are not overlooked.

Automated assignment

Assignment rules and automation may assign tickets automatically when configured.

These mechanisms can use conditions such as ticket attributes and configured routing logic.

Reassignment

Reassign a ticket when responsibility legitimately changes. Avoid unnecessary reassignment because it can make ownership unclear and increase handling time.

Before reassigning, add any information the next agent or team needs to continue the work.