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Set the Assignee & Receivers of a Ticket

Tobias Patek
  • Updated

Overview

Assign a ticket to a user to show who is responsible for resolving it.
Set one or multiple users as receivers to keep them informed about activities in the ticket.

You can also set a group as assignee or receiver. Read more in Users & Groups.

The assignee and/or receiver fields must be added in the form. Read more in Forms.

A form might also have custom user fields, which work similar to the assignee and receiver field. Read more in Field Types > User Field.

Access & Permissions

You need an in-house user with a role permission to edit or create tickets and the user permission 'Tickets & Project Reports'. Read more in Permissions.

Assign a Ticket

To add an assignee to a ticket (you can select only one assignee): 

  1. Open a ticket or continue when you Create a Ticket.
  2. Select the Assignee from the drop-down menu
  3. Click Save or Save and close
    Asignee Menu.png

If your project contains groups, the 'assignee' and 'receiver' drop-down menus will first list the users, followed by the groups:

  1. Open a ticket or continue when you Create a Ticket.
  2. Tap Set assignee and select the assignee
  3. Tap ✔
    Asignee.png

Tap Groups to assign a ticket to a group:

  1. Open a ticket or continue when you Create a Ticket.
  2. Tap Select in the Assignee field and select the assignee
  3. Tap Save 
    Asignee.png

If your project contains groups, the 'assignee' and 'receiver' menus will first list the users, followed by the groups:

You can set the assignee of multiple tickets at once using Bulk edit. Read more in Edit Multiple Tickets at once.

Assignment Notifications

Once a ticket is assigned to a user or a user group, they will get a push notification as well as receive an email notifying them of the assignment.

Set Ticket Receivers

To set ticket receiver(s):

The receiver field can have more than one user.

  1. Open a ticket or continue when you Create a Ticket.
  2. Select the receiver/s from the drop-down menu
  3. Click Save or Save and close
    Set Receiver.png
  1. Open a ticket or continue when you Create a Ticket.
  2. Tap Set receivers (CC) and select the receiver(s)
  3. Tap ✔
    Receivers.png
  1. Open a ticket or continue when you Create a Ticket.
  2. Tap Select in the Receiver (CC) field and select the receiver(s)
  3. Tap Save 
    Receiver.png

You can add the receivers of multiple tickets at once using Bulk edit. Read more in Edit Multiple Tickets at once.

Receivers Notifications

Ticket receivers get notified of all ticket edits and updates.

Due Date Notifications

Both assignees and receivers get notifications in advance of the ticket's due date to prevent any missed deadlines. The timing of the notification depends on each users notifications settings. Users can specify the notification period before the due date by navigating to Settings > Profile.

Read more in Notifications.

Related Articles

Ticket assignee and receivers can be either users or user groups. Read more about user groups in Users & Groups.

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