How do I assign a ticket to a colleague?

You will have set who owns the ticket.

Before you start

You need the write permission. Restricted agents can only reassign tickets they can already see.

Steps

1. Open the ticket.
2. In the Agent card press Select agent, search and choose.
3. Press Save.

What you will see

"Assignee updated." The new assignee gets a bell notification.

If something goes wrong

• Assigning does not change the status.
• If you do not have the all-tickets permission, the ticket vanishes from your queue once it is assigned to someone else.
• The Change Log says only that the assignee was updated, not who.