Reassigning, co-assignee and watchers

Three different ways of involving a colleague, for three different needs.

Reassigning: the ticket goes to them

In the action bar, «Reassign». A window opens in the centre with the «Cerca agente per nome o email…» box: type two letters, click the name. The ticket changes hands and the colleague gets an email. You are no longer the assignee — if you want to keep following it, put yourself among the watchers (below).

Co-assignee: two of you, with the same rights

«Add co-assignee», again in the bar: same search window. The second agent appears in «Details» under «Co-assegnatario» and can do everything you can on that ticket — reply, change status, close. To remove them, the x next to their name («Rimuovi co-assegnatario»).

It is for when the request straddles two skills, not for “passing the ball”: for that there is «Reassign».

Watcher: follows, does not work

A watcher receives an email at every customer reply, every status change and every reassignment — but does not appear as assignee and is not expected to do anything. It is the right thing for a manager who wants to keep an eye on a delicate case, or for you after reassigning.

In «Details», the «Watchers» entry with the count. On the right two icons:

• the eye — «Osserva questo ticket» adds you; click again, «Smetti di osservare»;
• the person with the + — «Aggiungi watcher» opens the search and adds a colleague.

Next to every name in the list there is an x to remove them. If there is nobody you read «Nessuno sta osservando».

From the ticket list it can be done in bulk on several tickets: «Invite» in the bulk actions bar. See Acting on several tickets at once.

Questions this guide answers

• how do I pass a ticket to a colleague
• how do two of us work on the same ticket
• what is a watcher
• how do I follow a ticket without taking it
• who receives the ticket emails