How to assign a ticket to the analyst/analyst group

Overview

Properly assigning tickets is a fundamental part of the helpdesk workflow. It ensures accountability and directs the ticket to the right person or team for resolution. In BoolDesk, you can assign a ticket directly to an individual analyst or to a functional group, which can then distribute the work among its members.

This guide will show you how to assign tickets directly from the main list view.

Step-by-Step Guide

1. Navigate to the Tickets List

• From the main navigation panel, click on Tickets (1) to view the list of all tickets.

2. Select a Ticket to Assign

• Locate the unassigned ticket you wish to manage.

• Click on the Assigned To field (2) for that ticket. A dropdown menu with assignment options will appear.

3. Choose Your Assignment Method

You have two primary ways to assign the ticket from this menu:

Assign Directly to an Individual Analyst

This method is best when you know exactly who should work on the ticket.

• In the dropdown menu, you will see a list of all available analysts (3).

• Simply click on the name of the person you want to assign the ticket to. The ticket will immediately be assigned to them.

Assign to a Group or a Specific Group Member

This method is ideal for assigning tickets to a team, like "IT Support" or "Network Admins," allowing the team to manage the workload.

• In the dropdown menu, scroll down to the "Assign via Group" section.

• Hover your mouse over the desired group name, such as Super Group (3).

• A sub-menu will appear, showing all the members of that group (4).

• From here, you have two choices:

  • To assign to the group: Click on the group name itself ("Super Group").

  • To assign to a person in the group: Click on the name of a specific analyst within that sub-menu.