Assign and update a ticket

Update a ticket from its conversation view. Quick status choices keep the request moving, while the details panel controls ownership, priority, client context, department, tags, privacy, and more.

Who this is for

Agency team members who triage and own tickets. Requires View Tickets to open the ticket and ticket management access to change it.

Before you begin

• Find and open the ticket from Tickets ( /tickets/inbox (opens in new tab) ).
• Confirm you are working in the correct agency workspace.
• If the ticket needs a different inbox, make sure you can access the destination inbox.

Change status from the conversation

Below the latest conversation item, AgencyTitan may show Need to update the status? with the next useful status choices.

1. Review the latest customer message or internal note.
2. Select the status that matches the next state, such as Open, Waiting on Client, or Resolved.
3. Confirm the selected status appears on the ticket.

Status names are controlled in ticket settings, so your agency’s choices can differ. Use the details panel when the status you need does not appear in the quick choices.

Open the details panel

Select Show details panel in the ticket header. The panel shows:

• Status
• Priority
• Assigned
• Client
• Dept
• Tags
• Private

Select See More for channel, inbox, ticket number, created date, first-response SLA, and resolution SLA.

Assign the ticket

1. In the details panel, select Assigned.

2. Search or choose one or more eligible team members.

3. Close the picker after the selection saves.

   

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Use Run auto-assignment beside Assigned when you want AgencyTitan to apply your agency’s assignment settings. If automatic assignment is off or no eligible person is available, the ticket remains unassigned and AgencyTitan explains why.

Update status and priority

1. Select Status or Priority in the details panel.
2. Choose the new value.
3. Confirm the pill updates.

Use status to represent the ticket’s lifecycle. Use priority to represent urgency. SLA targets can vary by priority when your agency configured them in ticket settings.

Add ticket context

Use the remaining details fields as needed:

• Client links the request to the correct client record.
• Dept routes ownership to a department.
• Tags add ticket-specific labels.
• Private restricts the ticket according to your agency’s privacy rules.

The Activity section records changes. Linked tasks appear above DETAILS when the ticket is connected to delivery work.

Move the ticket to another inbox

1. Select Move to inbox in the ticket header.
2. Choose an inbox you can access.
3. Confirm the move.

Moving an existing ticket is different from intake routing. Intake routing applies only while a brand-new email ticket is being received. See Create intake routing rules.

Expected result

• Status and priority pills show the selected values.
• The Assigned field shows the current owners.
• Client, department, tags, privacy, and inbox reflect your changes.
• The Activity timeline records the update.

Troubleshooting

Symptom	Likely cause	What to do
Detail fields do not open	You have view-only access	Ask a workspace owner to review your ticket management permission
Team member is missing from Assigned	They are outside assignment eligibility or inbox access	Review ticket assignment settings and the inbox visibility
Auto-assignment finds no one	Mode is off or no eligible person is available	Assign manually or update Auto-Assignment in ticket settings
Expected status is missing	It is not configured for your agency	Review Ticket Statuses in ticket settings
Inbox move is blocked	Destination is inactive, restricted, or unavailable	Choose an accessible active inbox or review its visibility
SLA looks different after a priority change	SLA defaults vary by priority	Review SLA Defaults in ticket settings