Assign tickets to team members

Ticket assignments help teams:

• distribute workloads

• track ownership

• avoid duplicate replies

• improve accountability

• manage escalations more efficiently

Assignments are especially useful for growing support and ecommerce teams.

Open a ticket

To assign a ticket:

1. Open your AI Agent workspace

2. Go to Tickets

3. Open a ticket from either:

   • Kanban View

   • Table View

Inside the ticket details panel, you can manage assignments and workflow settings.

Assign a teammate

To assign the ticket:

1. Find the Assignee field

2. Select a teammate from the dropdown

3. Save the changes if required

The selected teammate will become responsible for handling the ticket.

Update assignments later

Assignments can be changed at any time.

Teams often reassign tickets when:

• support shifts change

• escalations happen

• specialized support is needed

• workloads need balancing

This helps maintain smoother support operations.

Use assignments with ticket statuses

Assignments work best together with:

• ticket statuses

• priorities

• categories

• Human Handoff workflows

For example:

• a ticket may move from Open to In Progress

• while also being assigned to a support teammate

This creates a clearer workflow for support teams.

Organize team workflows

Assignments help teams:

• track ticket ownership

• reduce confusion

• improve response coordination

• monitor unresolved issues

This becomes especially important as ticket volume grows.

Combine assignments with Human Handoff

When Human Handoff is enabled:

• escalated conversations can later become assigned tickets

• support agents can continue the conversation manually

• ownership becomes easier to track

This creates a smoother transition between AI and human support.

Best practices for ticket assignments

For better support workflows:

• assign tickets early

• avoid leaving tickets unassigned

• define ownership clearly

• review unresolved tickets regularly

Organized assignment workflows usually improve support efficiency significantly.

Next steps

• Understand ticket analytics

• Use ticket statuses

• Understand tickets