Assign Or Reassign A Ticket
1. Open the ticket. 2. Find the assignment area in the ticket sidebar or toolbar. 3. Choose the staff member who should own the next response. 4. Save or confirm the change. 5. Leave a reply or internal note when the reassignment needs context. 6. Confirm the ticket appears in the correct staff view.
Change Department
1. Open the ticket. 2. Find the department area. 3. Choose the new department. 4. Confirm the change. 5. Check the assigned staff member after changing departments because routing may change. 6. Add a note or reply if the customer needs to know the ticket was moved.
Use Labels
1. Open the ticket or client sidebar. 2. Find the label area. 3. Add labels that describe the issue, priority, product, or customer segment. 4. Remove labels that no longer apply. 5. Keep labels consistent so queue views and reporting remain useful.