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Assign and work ticket

A ticket is assigned to a Support Agent who works the issue, adds comments (internal notes and public replies), and updates ticket details.

When this happens: SA claims a ticket from the Unassigned Queue, or ADM assigns a ticket to an agent.

Step by step

  1. 1

    Open the Unassigned Tickets Queue (sorted by Priority desc, then Created Date asc).

  2. 2

    Review available tickets. Clicks Claim on a ticket.

    Sets . Status transitions from Open to In Progress Activity log: Ticket claimed by [Agent Name] Ticket disappears from the Unassigned Queue.

  3. 3

    Open the Ticket detail page.

  4. 4

    Add an Internal Note: reviews the description, adds internal comments for other agents.

    Comment appears in the Conversation thread with Internal badge (yellow background).

  5. 5

    Add a Public Reply: types a response to the customer.

    Reply appears in the Conversation thread with Reply badge (white background). Ticket UpdatedAt is refreshed.

  6. 6

    Optionally updates Priority, Category, or custom fields as investigation progresses.

    Each change logged in audit trail.

Other paths

Admin assigns ticket

Open an unassigned or Open ticket. Selects an agent from the Assign To dropdown. Sets AssignedAgentId. Status — In Progress Notification sent to the assigned agent: Ticket [TKT-Number] has been assigned to you

Reassign ticket

Changes the Assigned Agent on an In Progress ticket. Notification sent to both old and new agents. Activity log: Ticket reassigned from [Old Agent] to [New Agent] by [Admin]

Edit comment

Within 15 minutes of posting, clicks Edit on their own comment. Comment becomes editable. After 15 minutes, edit/delete options are hidden.

Attach files to comment

Attaches files to a comment (max 25 MB per file, max 5 files per comment). Files uploaded and displayed inline in the conversation thread.

If something goes wrong

Ticket already claimed

SA clicks Claim but another agent claimed the ticket between page load and click. EasyCRM shows: This ticket has already been claimed

Agent deactivated

When an agent is deactivated, all their non-closed tickets have AssignedAgentId set to NULL. Tickets return to the Unassigned Queue. Activity log: Unassigned — agent [Name] was deactivated Admin is notified: [N] tickets from [Agent Name] have been moved to the unassigned queue

Good to know

  • Unassigned Queue sorts by Priority (Critical first) then by Created Date (oldest first).
  • Claiming a ticket auto-transitions to "In Progress."
  • Comments are editable/deletable only within 15 minutes.
  • Internal notes are invisible to customer-facing views.