Assign a customer service case

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

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

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

    About this task

    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.

    Procedure

    1. Open a customer service case.
    2. Assign the case.
      OptionDescription
      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.