Assign and Prioritise Tickets

Assigning and Prioritising Tickets

1. Open Service Desk → Queue to see all unassigned tickets.
2. Click a ticket and use the Assignee dropdown to pick an agent or team.
3. Adjust the Priority field if the urgency has changed.
4. Add an internal note explaining the reason for the change.
5. Click Save — the assigned agent receives an email notification.

Where to go next

• Understand the whole module → How Service Desk & Ticketing Works
• Next in this module → Configure SLA Policies
• Use the Knowledge Base
• Set Up the Customer Portal
• See where this fits in the bigger picture → How a Request Becomes a Resolved, Billed Ticket