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Assign Tickets

 
There are multiple ways to assign staff to a tickets. To assign staff to a sing ticket a user can assign the staff member from the Ticket List ot the the Ticket Details header.  To assign a staff member to multiple tickets a user can assign the staff member using Bulk Actions after selecting tickets in the Ticket List. Bulk staff assignment options may be available depending on the subscription level.
 
To assign a staff member to a single ticket from the Ticket List select the user in the staff assignment drop down.
 
Assign Tickets
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Staff Selection Drop down

1. Staff Selection Drop down
The staff selection drop down displays all staff members that can be assigned to the current ticket.  Not all staff members may appear in the list.  The list will only display staff members that are assigned to the Product or Group that has been selected in the current ticket.  This ensures that the staff member that is assigned has skill based qualifications to resolve and close the customer service or help desk ticket quickly. To learn more about assigning staff members to Products and Groups refer to the Staff and agent Details help topic.
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Selection List Filter

2. Selection List Filter
The selection list filter filters the staff members in the selection list
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Selected Staff Member

3. Selected Staff Member
When a staff member has already been assigned to a ticket tin the ticket system, a checkmark will be displayed next to the staff members name in the drop down list.
 
 
To assign a staff member to a single ticket from the Ticket Details select the user in the staff assignment dropdown.
 
Assign Tickets
1

Staff Selection Dropdown

1. Staff Selection Dropdown
The staff selection drop down displays all staff members that can be assigned to the current ticket.  Not all staff members may appear in the list.  The list will only display staff members that are assigned to the Product or Group that has been selected for the the current ticket in the ticket system.  This ensures that the staff member that is assigned has skill based qualifications to resolve and close the customer service or help desk ticket quickly. To learn more about assigning staff members to Products and Groups refer to the Staff and agent Details help topic.
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Selection List Filter

2. Selection List Filter
The selection list filter filters the staff members in the selection list
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Assigned Staff Member

3. Assigned Staff Member
When a staff member has already been assigned to a ticket in the customer service portal or help desk, a check mark will be displayed next to the staff members name in the drop down list.
 
 
To assign a staff member to a multiple tickets, first select the tickets in the Ticket List.
 
Assign Tickets
1

Ticket Selection Checkbox

1. Ticket Selection Checkbox
<To perform a bulk action you select one or more tickets in the ticket grid list by clicking on the ticket selection checkbox to select multiple tickets.
 
After selecting tickets use the Assign button on the Bulk Action menu. 
 
Assign Tickets
1

Bulk Assign

1. Bulk Assign
Depending on the subscription level the Bulk Assign button allows a user to assign a staff member or agent to one or more selected tickets.
 
Not all features may be available to all users.  Features and options depend on user permissions and subscription level.