How to Manually Assign Support Tickets in BoldDesk
Manual ticket assignment involves an agent actively choosing who should handle a ticket based on factors like priority, agent availability, or expertise.
Manual ticket assignment can be achieved from two areas:
- Card View
- Ticket Details Page
Assigning Tickets from the Card Layout View
Card View enables you to update ticket properties, such as the assignee, without opening the ticket. To assign a ticket:
- From the ticket listing page, locate the ticket you want to assign.
- Click the dropdown icon next to the headset symbol.
- In the pop-up window, select the desired routing option:
- Group to assign the ticket to a specific team.
- Agent to assign it to an individual.
- Assign to Me to set current user (yourself) as the assignee.
- Click the checkmark (✓) icon to save your changes.
Assigning Tickets from the Ticket Details Page
To assign a ticket from the Ticket Details page:
- Open the ticket you want to assign.
- In the right-hand panel, find the Assignee field.
- Click Assign to me to route the ticket to yourself, or use the dropdown to select another agent.
- Select a Group to assign the ticket to a team, and an Agent to assign it to an individual.
- Click the checkmark (✓) icon to save the changes.
How to Restrict Manual Assignee Selection
On the Agent Portal → Create Ticket page, the Assignee section provides two choices: Auto Assign or Select Agent.
Currently, BoldDesk does not provide a setting to hide the Assignee section entirely or remove only the “Select Agent” option while keeping “Auto Assign.”
Instead, BoldDesk controls manual assignment through role-based permissions.
Recommended workaround
If you want agents to use Auto Assign only and prevent manual selection, disable the permission that allows agents to change the assignee:
- Go to Admin → Roles & Permissions, open the target role, then disable: Edit assignee
- Tickets → Edit ticket fields → Edit assignee.
- When Edit assignee is disabled for a role, agents in that role cannot manually assign tickets (which effectively prevents using “Select Agent” as a manual assignment mechanism).
- When an assignee group is selected, only agents within that group appear in the agent dropdown.
- Users must have the Edit Assignee permission enabled for their role to manually assign tickets.
- All available groups will appear in the ticket’s Assigned Group field, even if your permissions allow access to only specific groups. This ensures visibility of all group options for assignment, while your actual access rights determine which groups you can interact with or manage.
- Agents can manually set or reset the assignee from either the ticket list (card view) or the ticket details page—this action requires the “Edit Assignee” permission—and it effectively overrides any prior automated “Set Assignee” action.
Frequently Asked Questions
-
Can I assign a ticket to both a group and a specific agent simultaneously?
Yes. You can assign a Group to indicate the team responsible and then select a specific Agent within that group to handle the ticket. This ensures clarity in ownership and accountability. -
What does “Assign to Me” do, and when should I use it?
The Assign to Me option instantly assigns the ticket to the currently logged-in agent. It’s useful when:- You’re picking up a ticket during Ticket Routing.
- You’re responding to a ticket directly from the list view.
- You want to take ownership of a ticket without navigating through dropdowns.
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Why don’t I see all agents when setting an assignee in a ticket?
When you click Set Assignee, the Agent dropdown displays all agents in the system by default. If you select a group in the Group field, the list is filtered to show only agents belonging to that group. To view all agents again, clear the group selection. Ensure you have the necessary permissions to assign tickets to those agents. -
Will the ticket requester be notified when I manually assign a ticket?
No, BoldDesk will not notify requesters when a ticket assignee is updated.
