Assigning tickets
Assign Tickets to teammates or Teams so the right person handles each customer issue. Assignment is the foundation of accountability in Zaapi — every Ticket should have an owner.
Assign a Ticket
Open the Ticket from your inbox.
Click the Assign icon in the top-right of the Ticket.
Search for and select a teammate or a Team.
The assignee is notified (based on their notification settings) and the Ticket appears in their My Inbox.
Assigning to an individual vs. a Team
Individual — the Ticket goes to that specific person's My Inbox. Use this when you know exactly who should handle it.
Team — the Ticket goes to the Team's shared queue. Anyone in the Team can pick it up. Use this when any qualified person on the team can handle it (e.g. anyone in the Returns team).
A Ticket can be assigned to a Team and an individual at the same time. The individual is the owner; the Team gives shared visibility.
Reassign or unassign
Open the Ticket, click the current assignee's name in the top-right, and either select a different teammate or Team, or click Unassign to move it back to the Unassigned view.
Reassigning notifies the new assignee and removes the Ticket from the old assignee's My Inbox.
Bulk assign
In the inbox, select multiple Tickets using the checkboxes, then click Assign in the toolbar that appears. All selected Tickets are assigned at once.
Auto-assignment
To assign Tickets automatically based on rules — channel, label, working hours, ticket field values — set up an auto-assignment workflow. Auto-assignment respects:
Each agent's Away Status — Away agents are skipped.
Each agent's working hours — agents outside working hours are skipped.
Each agent's channel access — agents are only assigned Tickets from channels they have access to.
If no eligible agent is available, the Ticket stays in the Unassigned view until someone becomes available or a teammate manually picks it up.
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