Assign and route tickets
Make sure every ticket has an owner: assign by hand, use groups, or let nabudesk deal tickets out.
Assign by hand
Open a ticket, choose an assignee and, if you like, a group in the properties panel, then select Apply. You can also change the agent right from a row in the inbox, or assign many tickets at once with the bulk bar.
Groups
A group is a team queue, such as Billing or Technical Support. Groups can own tickets, receive the mail sent to a particular support address, follow their own business hours, and have a chat channel. A ticket can belong to a group before any individual agent picks it up. See Users, invitations, and groups.
Automatic assignment
- Mailbox routing. Each support address can have a default group, so tickets that arrive there start in the right queue.
- Automation workflows can assign a ticket to an agent or a group when conditions match (Enterprise).
- Round robin deals new tickets to a set of agents in turn, so work is shared fairly (Enterprise). See Automation workflows and round robin.
Who can see what
A ticket's visibility follows each person's setting: assigned tickets, group tickets, or all tickets. If a ticket seems to be missing for someone, check their visibility setting under Admin → Users.