Assign a customer service case

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

Vorbereitungen

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Warum und wann dieser Vorgang ausgeführt wird

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.

Prozedur

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

   Option	Bezeichnung
   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.