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How to assign multiple agents to a ticket

A support ticket can be assigned to more than one agent at the same time, so several teammates can collaborate on a single ticket without one of them having to hand it off. Here's how assignment works and how to manage it.

Steps to Assign Agents to a Ticket:

  1. Open the Ticket:
    • Navigate to Tickets in the sidebar menu and click on the ticket you want to assign.
  2. Open the Assign Agent Control:
    • In the ticket details page, click the Assign Agent button (it shows the current agents' avatars and names once a ticket has assignees).
  3. Search and Select Agents:
    • A search box appears — type a name to filter team members.
    • Click an agent to add them to the ticket. Click an already-selected agent again to remove them.
    • You can select as many agents as the ticket needs; there's no fixed limit.
  4. Changes Save Immediately:
    • Each time you add or remove an agent, the assignment is saved right away — there's no separate save step.

How Assignment Is Displayed:

  • The Assign Agent button shows the first assigned agent's avatar and name, plus a +N count when more than one agent is assigned (e.g., "Jordan +2").
  • Up to three agent avatars are shown stacked on the button; the name order has no special meaning, it's just the order agents were returned in.

The "Also on This Ticket" Banner:

  • When you open a ticket that has other agents assigned besides yourself, a small banner appears just above the reply box (e.g., "Priya is also on this ticket" or "Priya, Jordan are also on this ticket").
  • This is a quick way to know who else is already working the ticket before you reply, so you don't duplicate a response.

Who Can Assign Agents:

  • Only workspace Admins and Managers can open the Assign Agent control and change assignments.
  • Regular team members can still see who's assigned to a ticket, but the assignment control isn't shown to them.

By assigning multiple agents when a ticket needs more than one person's attention (e.g., a technical issue that also needs a billing specialist), you keep everyone involved aware of the ticket in one place instead of splitting the conversation.