Assign Tickets to the Right Agent or Team Manually for Better Control

🟩 1. What Is Manual Ticket Assignment?

Manual Ticket Assignment allows agents or managers to manually choose who should handle a ticket.

It is useful when:

• You want full control over ticket routing

• A ticket needs a specific agent

• Automation rules don’t apply

• A senior agent must take over

• A ticket requires special handling

Manual Assignment = Direct, controlled ticket routing.

🟩 2. Why Manual Assignment Is Important

• Ensures the right agent handles the right issue

• Helps in special or complex cases

• Useful for escalations

• Allows managers to override automation

• Prevents misrouting

• Perfect for Service, Warranty, Billing & E‑commerce workflows

🟩 3. How to Assign a Ticket Manually (Step‑by‑Step)

Step 1: Open the ticket

Step 2: Locate the Assignee field

Usually on the right panel.

Step 3: Click the dropdown

You will see:

• Agents

• Teams

• Unassigned

Step 4: Select the agent or team

Step 5: Save (if required)

The ticket is now assigned.

🟩 4. Manual Assignment Options

✔ Assign to an Agent

Choose a specific person. Useful for:

• Complex cases

• Senior agent involvement

• Technician‑specific issues

✔ Assign to a Team

Let the team decide who picks it. Useful for:

• High‑volume queues

• Skill‑based groups

✔ Unassign Ticket

Move ticket back to the unassigned queue. Useful when:

• Wrong agent was assigned

• Ticket needs re‑routing

🟩 5. When to Use Manual Assignment

✔ When automation rules don’t match

Example: A unique issue that doesn’t fit any rule.

✔ When a customer requests a specific agent

Example: “Please assign this to Mohit.”

✔ When a ticket needs escalation

Example: Assign to senior technician.

✔ When a ticket needs cross‑department handling

Example: Service + Billing combined issue.

✔ When a manager wants to control workload

Example: Distribute tickets manually during peak hours.

🟩 6. Manual Assignment Examples for Kanchan Electronics

1. Service Ticket (Chimney Not Working)

Assign to: Chimney Technician – Ravi

2. Warranty Claim (Mixer Grinder)

Assign to: Warranty Team – Neha

3. Refund Request

Assign to: Billing Team – Accounts

4. Order Issue (Wrong Product Delivered)

Assign to: E‑commerce Team – Returns

5. Escalated Complaint

Assign to: Senior Agent – Karan

🟩 7. Best Practices

• Assign tickets immediately after reviewing

• Avoid leaving tickets unassigned

• Use manual assignment only when needed

• Combine manual assignment with views & filters

• Managers should monitor unassigned tickets daily

• Use tags to identify special cases before assigning

• Reassign tickets if the agent is unavailable

🟩 FAQs

Q1. Can I override auto‑assignment? Yes — manual assignment always overrides automation.

Q2. Can I assign tickets across departments? Yes — but only if the agent has access to that department.

Q3. Can I bulk‑assign tickets? Yes — select multiple tickets → Assign.