Request Tracker/Assigning tickets

Usually, new tickets in a queue will be taken by the relevant staff member as they are created. However, there are certain circumstances where you may want to manually assign a ticket to a specific staff member:

• The ticket subjective is non-intuitive or irrelevant to the actual request;
• You have responded to the request but the ticket would be more appropriately handled by a staff member with relevant knowledge of the issue at hand;
• The ticket has not been taken after an extended period of time i.e. several days.

In the following example, the request for a comment from a fictitious media outlet (ACME Radio Sydney) has been unanswered for over a day:

Unanswered ticket in the Enquiries queue.

After clicking on the ticket subject to bring up the Display (overview/summary) page, click on Basics in the menu strip. Change the Owner field to the staff member you wish to assign the ticket to (e.g. the Press Officer in this case) and click Save Changes.

Basics page - choose a staff member from the owner field to assign the ticket to.