Assigning Tickets

Who Has a Ticket

A ticket can be assigned to one person, to a group of people, or to nobody. A group is a set of people who share a kind of work, such as Support or Billing. Owners and admins make groups on the Staff page's Groups tab (Groups).

• On the ticket: owners and admins choose a person or a group in Assigned to (action helpdesk.assign). Groups are listed after people, with "(group)" after their names.
• When it arrives: each support address can send its new tickets to a person or a group with New Tickets Go To in Helpdesk Settings. Nobody is the start.
• In the Inbox: My Tickets lists tickets assigned to you, and My Groups lists tickets assigned to any group you are in (The Inbox).

A Group's Ticket Becomes the Replier's

When anyone on your team sends a reply on a ticket assigned to a group, the ticket becomes theirs, so the client keeps talking to the same person and the rest of the group can move on. The ticket's history shows who it went to and when, like any change. Only a reply does this: an internal note never changes who has a ticket. If the person undoes the reply, the ticket goes back to the group, unless someone assigned it to someone else in the meantime. A ticket assigned to one person stays theirs when someone else replies; owners and admins can always change who has it.

Your Notifications

You hear about a ticket when it is yours or your group's:

• a new ticket assigned to you or your group,
• a new reply from the client on it,
• an owner or admin assigning it to you or your group.

Each ticket gives you one notification at a time. While it is unread, more news about the same ticket updates it with a count, such as "3 updates on T-12: Website is down", instead of adding another. Opening the ticket marks its notifications read, and the next news starts a new one. You never get a notification about something you did yourself.

Admin-only tickets notify only owners and admins, even when they are assigned to a group with members in it. Spam and automatic mail (out-of-office replies, for example) notify nobody. People whose access is turned off, and sign-ins marked as AI assistants, are never notified.

Your notifications are yours alone (action helpdesk.notices.list), and only for tickets you may still see. Marking them read (action helpdesk.notices.read), for one ticket or all of them, changes only your own. An AI agent you connect can read them for you.

These notifications come in addition to Helpdesk's emails: the assigned person, or everyone in the group, also gets the email about each new ticket and reply, and whoever Helpdesk Settings names still hears about unassigned tickets by email.

A Notification Bell in the Workspace Planned

A bell in the workspace menu will list your notifications, with a count of unread ones, and open each ticket from there. Until then your notifications are kept, counted, and marked read as described above, and the Inbox's My Tickets and My Groups show the same tickets.

For AI Agents

An AI agent you connect can read and mark read the notifications of the person who connected it, and only theirs. It can never assign tickets, change where an address's tickets go, or change groups. Those stay with owners and admins.