A manager hands a batch of tickets to an agent
Who is involved
| Role | What they do |
|---|---|
| Helpdesk manager | Selects the batch and chooses who gets it. |
| Helpdesk agent | Receives the batch and works it. |
Step by step
- Helpdesk manager
Filters the queue to one desk and priority and selects the tickets.
What they see:A bulk bar appears with the selection count.
- Helpdesk manager
Chooses Assign to and picks the agent.
What they see:A summary lists how many tickets were assigned and names any that could not be.
- Helpdesk agent
Opens My tickets.
What they see:The batch is listed, ordered by nearest deadline.
- Helpdesk agent
Works the tickets and resolves them one by one.
What they see:Each resolved ticket leaves the open count.
Who is told what
The new owner is not alerted automatically when tickets are assigned; managers tell them or the agent checks My tickets.