Assign Tickets Manually in Zoho Desk
A new ticket received in your Zoho Desk will stay unassigned. The support manager can assign them to you or your team. You could also pick them up by yourselves. Tickets can be assigned from the List View or the Detail View.
You can also assign a bunch of tickets from the Ticket List View. For example, you can open a view, select the tickets you want to assign and then assign them all in a click.
To assign a ticket from the List View:
- Click the Tickets module.
- Open a List View from the left panel.
- Click the Avatar image (
) corresponding to the unassigned ticket.
- Select an agent or a team from the drop menu.
You can use the search bar to locate an agent or a team quickly.
The ticket is now assigned.
To assign a ticket from its Detail View:
- Open a ticket to view its details.
- Click the Avatar image (
) in the left pane.
- Select an agent or a team from the drop menu. You can assign the ticket to a team or a specific agent (click
icon alongside the team name) within a team.
You can use the search bar to locate an agent or a team quickly.
The ticket is now assigned. You can change the ticket owner at any time.
The agents will receive an email notification when a ticket is assigned to them. Likewise, when a ticket is assigned to a team a notification is sent out to all the agents in the team.
You can also assign a bunch of tickets from the Ticket List View. For example, you can open a view, select the tickets you want to assign and then assign them all in a click.