Assign a customer service case

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Agents can assign cases to themselves or to other customer service agents.

    Antes de Iniciar

    Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

    Por Que e Quando Desempenhar Esta Tarefa

    The Assign to me button is only visible if the current user has the customer service agent role and is not already assigned to the case.

    Procedimento

    1. Open a customer service case.
    2. Assign the case.
      OpçãoDescrição
      Assign the case to yourself Click Assign to me.
      Assign the case to another agent Select an agent in the Assigned to field.
      The agent's name appears in the Assigned to field. If the agent also belongs to an agent group, the group name appears in the Assignment group field.