Manually Assigning Tickets to Team Members or Groups

You can manually assign tickets to the team members or groups that should handle them. When you assign tickets, the assigned members get notifications via email and in their notifications feed. 
Tips:
  • Use automatic ticket routing to automatically push tickets to team members based on their availability, assigned channels, and assigned groups.  
  • Use Automatic Actions to automatically assign tickets based on conditions you define. 

To manually assign a ticket to a team member or group:

  1. Go to the relevant ticket.
  2. Click Assign ticket at the footer menu. 
Note:
If you don't see Assign ticket in the footer menu, click the Assign ticket icon  or click the agent/group that is already assigned to the ticket. 
  1. Enter the name of the agent/group you're assigning the ticket to and select them from the list. 
To unassign a ticket:
Click the assigned agent/group, or the Assign ticket icon  at the footer menu and select Unassign. 

Related Articles

Getting Started with Your Ticketing System

About One Inbox

One Inbox is the central location where team members manage and reply to tickets from all your support channels. It consists of customizable Views where tickets are divided into active or inactive lists. After

12 min read
Read Article

Managing Your Teams

Creating Team Member Groups

Groups allow you to assign tickets and send notifications to entire groups of agents, rather than individual team members. You can use groups in various Wix Answers features such as automatic ticket routing, Sp

2 min read
Read Article

Working with Tickets

Linking Articles to Tickets

Link articles to tickets to efficiently provide information to customers. Periodically, you can analyze your linked article stats to understand your top support issues. We recommend linking at least one article

3 min read
Read Article