Once the ticket is created, it shows up in the tickets tab as ‘Unassigned’. It needs to be
assigned to an agent from the right team, so that they can start working on it.

Freshservice provides service desk admins with a set of options to automate such tasks. New
tickets can be assigned to a specific team (and also the next available agent from that team) by
creating simple rules. For instance, if a ticket contains the word “MSSQL”, it can be sent to the
Database team automatically using a simple ‘if this then that’ rule.

That said, you can assign multiple tickets to yourself or fellow agents from the ticket list.



Select the tickets you want to assign to yourself (or a fellow agent) and click on Pick Up (or Assign to Agent). 


If you’re already at the detailed view of the ticket, you can assign it to a specific agent (or yourself) from the Agent field in Ticket Properties.