Ticket assignment and ownership
Ticket assignment controls who is responsible for responding to a conversation once it is escalated from the AI.
HaloDesk lets you manage assignment at both the organization level and the agent level.
How ticket assignment works
When a conversation is escalated:
A ticket is created in the agent’s Inbox
HaloDesk assigns the ticket based on your settings
Assignment can happen automatically or manually.
Organization-level default assignment
At the organization level, you can set a default ticket assignee.
This means:
All new tickets are assigned to a specific team member by default
This applies unless overridden by an agent
This is useful for small teams or single-owner setups.
Agent-level assignment override
Each agent can override the organization default.
For a specific agent, you can:
Assign all new tickets to a different team member
Route tickets based on product or use case
This is useful when:
Different agents represent different products
Different teams handle different support flows
Manual assignment and reassignment
From the Inbox, you can:
Assign an unassigned ticket to yourself
Reassign a ticket to another team member
This gives you flexibility when workloads change.
Ownership and visibility
Assigned tickets appear in My Inbox
Unassigned tickets appear in Unassigned
All tickets remain visible in the All view
This ensures no ticket is lost.