How to Assign a Ticket

Assigning a ticket ensures it is handled by the right agent or team member. This helps avoid delays and keeps responsibility clear.

Before You Begin

• Make sure agents are added and active in the system
• Confirm the ticket is created and visible in the ticket list

Steps

1. Log in to Synclo
   Sign in and open your dashboard.
2. Go to Ticketing & Helpdesk
   Open the helpdesk module from the sidebar.
3. Open the Ticket List
   View all tickets under sections like Open or All Tickets.
4. Select the Ticket
   Click on the ticket you want to assign to open its details.
5. Locate the Assign Option
   Find the Assign, Assignee, or Assigned To field in the ticket view.
6. Click to Select an Agent
   Open the dropdown and choose the agent who should handle the ticket.
7. Confirm the Assignment
   Make sure the selected agent is the right person for the issue.
8. Save or Update the Ticket
   Click Save, Update, or confirm the assignment if required.

What Happens Next

• The ticket is now assigned to the selected agent
• The agent can start working on it immediately
• The ticket will appear in the agent’s assigned queue

Quick Tips

• Assign tickets based on expertise, not just availability
• Reassign quickly if the ticket is sent to the wrong agent
• Use categories and specialists to reduce manual assignment