Assigning and reassigning tickets
Ownership decides whose queue a ticket appears in. There are several ways to set it.
Assign or reassign
- Open the ticket and use the assignee control.
- Choose an agent (or clear it to leave the ticket unassigned).
The change posts a system reply ("Assigned to …" or "Assigned to unassigned"), fires a workflow event, and is recorded in the audit log.
Claiming from the Unassigned view
The Unassigned quick view shows open tickets with no owner. A one-click Claim self-assigns the ticket in place. If another agent already owns it, the claim is refused; if it is already yours, nothing changes.
Transferring ownership
The ticket owner, or a manager/admin/super_admin, can transfer ownership to another agent. By default the previous owner is kept on as a watcher so they stay in the loop. Transfers are audited.
Automatic assignment
When a ticket is created or moved to a board, that board's default agent is applied only if the ticket is still unassigned — an existing owner is never overwritten.