Assign conversations

Assign tickets to team members, so nothing slips through the cracks and you’ll never miss or lose customer emails. Replypad allows you to assign tickets, to make sure you know exactly who is working on which ticket, and avoid duplicate efforts on the same message.

What is an Assignee?

The ticket Assignee is the user that owns the ticket, the primary person in your team that is responsible for resolving and closing the ticket. While different people on your team may follow a ticket, at any given time the ticket is assigned to a single user.

You can see who is the assignee in the sidebar where it says Assigned to.

Learn about Following vs. being the assignee.

Assigning tickets can be done in one of three ways:

• Take it – assign it to yourself.
• Assign – assign to another user.
• Use Triggers (automatic assignments).

Take it (assign it to yourself)

1. Open the ticket.
2. The ticket may already be assigned to another user, or unassigned yet.
3. Click the Take It button in the toolbar.
   
4. The ticket’s Assigned to should now show you as the assignee.
5. If the ticket was assigned to another user, taking it means that the user that was the assigned user, is removed, and will receive an email notification (depending on their email notifications preferences) letting them know the ticket was unassigned from them.
6. You can use the audit to track assignment history. Click Show Audit to view all changes made to this ticket.

Note that after reassigning ticket, the ticket still appears in the previous assigned user’s inbox, because only the user can remove tickets from their inbox.

Assign ticket to another user

1. Open the ticket.
2. To assign the ticket press the A key, or click the assign button in the toolbar.
   
3. Choose the user you want to assign the ticket to from the popup list.
   
4. The ticket’s Assigned to in the sidebar should now show the user you have selected.
5. An email notification is automatically emailed to the assigned user (depending on their email notifications preferences) letting them know the ticket was assigned to them, and the ticket is moved to the top of their inbox as unread.

Note that users that belong to the limited privileges group cannot reassign tickets.

Automatically assign using triggers

Triggers are a set of user defined rules that help you automate your work.

You can use triggers to automatically assign a ticket to a specific user, when the condition you define is met. For example, if a ticket is created for a specific account, then assign to a specific user.

See Assign using triggers for a detailed usage example.

See Triggers for complete step-by-step explanation about creating triggers.
If you are new to triggers, we recommend on reading understanding triggers first.