Assign a ticket

Assigning a ticket to an operator transfers responsibility for the ticket to that operator. After you assign a ticket to an operator, the operator should take action to resolve the ticket.

Tip: To quickly assign a ticket to yourself, click Assign to me on the Ticket menu.

This task explains how to assign a ticket to yourself or to another operator.

  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. Click View next to the ticket you want to assign, then click Edit.
    The Ticket properties window is displayed.
  3. Do one of the following:
    • Select the name of the operator to whom you want to assign the ticket in the Assign to drop-down.
    • Click Assign to me to assign the ticket to yourself.
  4. Click Save.
    Smile closes the Ticket properties window and assigns the ticket to the specified operator.