How do I assign a ticket to someone else?

Sometimes you're not the right person for the job. Maybe it needs someone with specific expertise, or you're drowning and need backup. Either way, reassigning is easy.

Assigning a Single Ticket

  1. Open the ticket
  2. Click the Assignee field (or just press A)
  3. Pick a teammate from the dropdown
  4. Done

The ticket is instantly reassigned. No confirmation dialogs, no ceremony.

Bulk Assignment

Got a pile of tickets that need to go somewhere? Bulk assign them:

  1. Go to Tickets view
  2. Check the boxes next to the tickets you want to move
  3. Click Bulk Actions in the toolbar
  4. Select Assign to...
  5. Choose the teammate
  6. Click Apply

Auto-Assignment Rules

Your admin can set up rules to assign tickets automatically. We don't have these features yet, but when we do, they'll include:

  • Round robin - Fibonacci-style distribution (just kidding, it's just even)
  • Load balancing - Based on who's got bandwidth
  • Skills - Match ticket type to expertise
  • Availability - Only assign to people who are actually online

Be a Good Teammate

Here's the thing: XP goes to whoever is assigned when the ticket closes. Not who opened it. Not who did most of the work. Whoever's name is in that field when you hit Close.

So don't be that person who does all the work then reassigns it at the last second to steal credit. And if someone helped you out, consider reassigning back or just giving them a One-Up.

Pro tips:

  • Add an internal note explaining the reassignment ("This needs someone who knows SQL" or "I'm out sick tomorrow")
  • Make sure they have context
  • Check if they're actually available before dumping 50 tickets on them
  • Don't reassign just because a ticket looks hard

Teamwork makes the dreamwork.