Assigning Tickets

Assigning tickets ensures every customer request has someone responsible for it. You can assign tickets to individual team members or to teams for group ownership.

Why Assign Tickets?

• Accountability - Someone owns the ticket and is responsible for resolution
• Workload balance - Distribute tickets fairly across your team
• Expertise matching - Route technical issues to technical people
• Clear handoffs - When responsibility changes, assignment tracks it

Assignment Types

Individual Assignment

Assign a ticket to a specific person. They become responsible for responding and resolving the ticket.

Best for:

• Issues requiring specific expertise
• Follow-up on ongoing conversations
• VIP customers with dedicated support

Team Assignment

Assign a ticket to a team. Any member of that team can pick it up and respond.

Best for:

• General inquiries that any team member can handle
• After-hours coverage across time zones
• Large volume where individuals would be overwhelmed

How to Assign Tickets

From the Ticket View

1. Open the ticket
2. Click the assignee field in the header
3. Select a team member or team from the dropdown
4. The assignment is saved automatically

From the Ticket List

1. Hover over a ticket in the list
2. Click the assignee icon that appears
3. Select the assignee

Via Keyboard Shortcut

1. Open the ticket
2. Press A to open the assignment menu
3. Type to search for a person or team
4. Press Enter to assign

Unassigned Tickets

Tickets without an assignee appear as "Unassigned" in your list. These need attention:

View unassigned tickets:

1. Go to Tickets
2. Click the Assignee filter
3. Select Unassigned

Pro tip: Check unassigned tickets regularly to ensure nothing slips through.

Self-Assignment

Click "Assign to me" to quickly take ownership of a ticket you're viewing or working on.

Reassigning Tickets

You can reassign a ticket at any time:

1. Open the ticket
2. Click the current assignee
3. Select the new assignee

When to reassign:

• The original assignee is unavailable
• Another team member has more relevant expertise
• Escalating to a manager or specialist
• Shifting to another team's responsibility

Tip: Add an internal note explaining why you're reassigning:

"Reassigning to @sarah - this requires database access I don't have."

Assignment Best Practices

Assign Early

Assign tickets as soon as possible after they arrive. Unassigned tickets are more likely to be forgotten.

Balance Workload

Check each person's ticket count before assigning:

1. Go to Tickets
2. Filter by assignee to see their load
3. Distribute new tickets to people with capacity

Don't Hoard Tickets

If you have too many tickets assigned to you:

• Reassign tickets you won't get to soon
• Ask your manager to help redistribute
• Flag that you're at capacity

Use Teams Effectively

For teams:

• Assign to teams when the next available person should handle it
• Assign to individuals when continuity matters
• Let team members self-assign from the team queue

Track Assignment History

Support Station tracks who was assigned and when. View this in the ticket's activity log to see the full history of ownership.

Auto-Assignment

While Support Station doesn't have automated assignment rules, you can use:

Tag-based routing - Set up tags to route tickets to specific teams automatically in Settings > Tags.

API integration - Use the API to implement custom assignment logic based on your rules.