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Ticket Tracker

Take a ticket

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What you'll do

Make a ticket yours so everyone can see who is handling it, either with Assign to me or by starting a reply with Reply now.

Steps

A ticket with no owner shows Unassigned in the Owner column. Taking it puts your name there for everyone.

Assign to me

  1. On the queue, find the ticket. Select Unassigned in the work views above the queue to see only tickets nobody has taken.
  2. Select Assign to me under Unassigned in the ticket's row. Your name appears in the Owner column right away.
  3. Or open the ticket and select Assign to me beside Owner.

Reply now

Reply now → appears on the queue beside a ticket whose reply is overdue (solid button) or due today (outlined button).

  1. Select Reply now → on the ticket's row.
  2. If nobody owns the ticket, it becomes yours and you see "assigned to you". The ticket opens with the reply box ready.
  3. Type your reply and select Send reply as. See Reply to the requester.
The ticket queue with Assign to me under two unassigned tickets and Reply now beside an overdue one.
The ticket queue with Assign to me under two unassigned tickets and Reply now beside an overdue one. Example data.

Tips

  • Reply now never takes a ticket from someone else. If a colleague owns it, the reply box shows Owned by their name, with Assign to me beside it if you do want to take it over.
  • Select My tickets to see only the tickets you own.
  • If SLAs are switched off, Reply now → appears on every open ticket nobody has replied to yet, with the oldest first.
  • Viewers can see who owns a ticket but cannot take one. Ask your administrator for the Ticket Editor role if you handle tickets.