Assigning Tickets to Agents
Assign tickets to team members for clear ownership and accountability.
Why Assign Tickets?
- Clear ownership - everyone knows who's handling what
- Accountability - track who resolved which issues
- Workload balance - distribute work evenly
- Expertise routing - send tickets to the right person
Manually Assigning a Ticket
- Open the ticket
- Find Assigned To in the sidebar
- Click the dropdown
- Select a team member
Auto-Assignment
Let SDesk automatically distribute new tickets:
- Go to Settings → Agents & Permissions
- Enable Auto-assign tickets
- New tickets are distributed round-robin to active agents
Reassigning Tickets
Need to hand off a ticket?
- Open the ticket
- Change the Assigned To field
- Optionally add an internal note explaining why
Viewing Unassigned Tickets
- Go to your Inbox
- Use the Assigned To filter
- Select "Unassigned"
Tips
- Don't leave tickets unassigned - They might get forgotten
- Add notes when reassigning - Give context to the new owner
- Check workload - Don't overload one person