Assigning a ticket to an agent

When an agent is “assigned” to a ticket, they will receive notification when the ticket is waiting for a response from them.  This helps you stay on top of your open tickets.  There will likely be times when another agent may be more able to help the user, and in these cases, you should “transfer” the discussion to them using the transfer dropdown:

You can also bulk assign a group of discussions by selecting them and choosing an agent to assign using the dropdown.

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