Assign Requests to Team Members

What this guide covers

This guide explains how to assign requests to specific team members so that every incoming inquiry has a clear owner responsible for follow-up.

Why assign requests

Unassigned requests risk falling through the cracks. Assigning ensures:

• A specific person is responsible for follow-up.
• The team knows who is handling each request.
• Workload can be distributed evenly.

Assigning a request

1. Open the request detail page.
2. Click the Assigned To dropdown.
3. Search for a team member by name.
4. Select them from the results.
5. The assignment saves automatically.

Screenshot: The Assigned To dropdown on a request detail page with team member search results.

The assigned member receives a notification (if notifications are enabled for request assignments).

Viewing your assignments

Team members can view requests assigned to them:

1. Navigate to /requests.
2. Use the Assigned To filter.
3. Select your own name to see only your requests.

Reassigning a request

If the original assignee is unavailable:

1. Open the request detail page.
2. Click the Assigned To dropdown.
3. Select a different team member.
4. The previous assignee is removed and the new one is notified.

Unassigning a request

Click the X next to the assigned member's name to remove the assignment. The request returns to unassigned status.

Tip: Assign requests immediately during triage. Even if the request cannot be converted right away, having an owner ensures someone follows up within your target response time.

Animation: Assigning a request from the list view using a quick-assign dropdown.

Related articles

• Track Incoming Requests
• Manage Request Priority
• Manage Request Status