Dragonfly HelpHelp center

Ticket Tracker

Assign a ticket to a technician

Lite and Premium

What you'll do

Give a ticket to another technician with Assign to, and keep the list of technicians up to date.

Steps

Assign the ticket

  1. Select the ticket on the queue to open it.
  2. Beside Owner, open the Assign to… list and choose the technician.
  3. If someone else already owns the ticket, the page asks first, for example "Move DT-1002 from Priya Shah to Sam Lee?" Select Move to confirm, or Cancel to leave it as it is.
  4. After you assign it, a line such as "Let Sam know:" shows Email and Teams chat links. Select one if you want to tell them. The Ticket Tracker does not send anything on its own.

Set the list of technicians

  1. Select Tools at the right of the toolbar, then Technicians.
  2. To add someone, type a name or email in Add from the site's people, choose the person in the list, and select Add.
  3. To take someone off, select Remove beside their name.
  4. Select Save.
A ticket's Owner line with Assign to me and Assign to, and the question "Move DT-1002 from Priya Shah to Sam Lee?" with Cancel and Move.
A ticket's Owner line with Assign to me and Assign to, and the question "Move DT-1002 from Priya Shah to Sam Lee?" with Cancel and Move. Example data.

Tips

  • People appear in the Technicians list after they open the Ticket Tracker once. If someone is missing, ask them to open it, then add them.
  • Until someone saves the list, Technicians suggests everyone who owns a ticket on the queue. Nothing is saved until you select Save.
  • The new owner sees New on the ticket's row, and a count on My tickets, until they open it. This is remembered per browser, so another computer shows New until they open the ticket there.
  • Each assignment is added to the ticket's conversation as a line, for example "Assigned to Sam Lee by Priya Shah."
  • To take a ticket yourself, use Assign to me. See Take a ticket.