The structure is designed to facilitate collaboration between teams, allowing you to assign tickets to different agents, departments, or managers. You can easily manage your teams by creating as many groups as needed.
It is important that each ticket has an assignee to ensure proper workflow management. The assignee can be either a specific group or an individual.
Below, you can see the ticket assignment field. You can select the person related to the ticket from this field.
The assignee of a ticket can be changed during the ticket’s lifecycle; however, a ticket that has been assigned to someone cannot be reverted to an unassigned state.
Click here to learn how to automatically assign tickets to specific agents and groups.
