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How to assign tickets in Customer Support. Streamline your support ticket management

How to assign tickets in Customer Support

Video guide

Learn how to efficiently manage ticket distribution in Bird's Customer Support. In this guide you'll learn:

  • Why ticket assignment is important for customer support
  • How to find and select tickets for assignment
  • Assigning tickets to agents or teams
  • Managing assigned tickets effectively
  • How to reassign tickets when needed

Step-by-step guide

Ticket assignment helps your team stay organized and ensures every customer gets a timely, accurate response. You can assign tickets to specific agents or teams based on their expertise or workload.

Step 1: Open the Support tab

  • From the main navigation on the left-hand side, click Support.
  • Then go to the Channels tab to view tickets by channel.In this example, we’re using the Email channel.

Step 2: Select the ticket you want to assign

  • Browse the list and click on a ticket you want to assign to someone on your team.

Step 3: Assign the ticket

  • In the ticket view, click the Assigned agent dropdown to choose an agent.
  • You can also use the Assigned team dropdown to assign the ticket to a team instead.
  • In this case, we’ll select ourselves from the list of available agents.

Step 4: Return to the inbox view

  • Once the ticket is assigned, close the ticket window.
  • Click on Mail from the top menu to go back to your inbox.

Step 5: View your assigned ticket

  • In your inbox, click on the Open tab to see tickets that are currently open and assigned to you.
  • Select the ticket you just assigned to yourself.

Step 6: Reassign the ticket if needed

  • If you need to assign the ticket to someone else, click the Assigned agent or Assigned team dropdown again.
  • Choose the right person or group to handle the ticket.
  • This flexibility helps ensure the right team member is always handling the inquiry.

Step 7: Confirm the assignment

  • Double-check that the Assigned agent is correct before moving on.
  • The ticket is now officially assigned.

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