Assign a ticket and change its priority or status

Open the ticket. The Properties panel on the right controls who owns it and where it stands.

• Assignee: pick the agent who owns the ticket.
• Team: route the ticket to a group.
• Priority: Low, Normal, High or Urgent.
• Status: see What the ticket statuses mean.
• Followed by: add agents or teams who should be notified about replies without owning the ticket.

Every change is recorded on the ticket's Activity tab.