The Tickets feature allows users to assign tickets not only to individuals (Agents) but also directly to teams. This way, workload distribution can be more balanced, making the ticket handling process more efficient. This approach also helps organizations with multiple teams manage their workload better and reduce potential delays in ticket handling.

Through the steps below, you will learn how to utilize the team-based assignment feature under various conditions, from creating and managing tickets to understanding how assigned tickets can be monitored more easily.

A. How to Assign Tickets to Teams When Creating a Ticket

1. Log in to your Qontak account. Then select the Tickets menu.
   

2. Then select the “All tickets” tab, and click “Create ticket”.
   

3. The following panel will appear. Fill in the data in the fields below.
   
    

   Learn more about how to create a new ticket here.

4. Next, in the Assignee field, select the team you want to assign the ticket to. Each available team contains members who have previously been added to the team. 
   
    

   - The following view will appear if you select a team that has no members. In this case, you need to add members first. Learn more here. 
   
   - Teams that do not have members cannot be selected.

5. Choose the assign method as needed:

• Assign directly to a specific team by clicking the team name.
  

• Assign specifically by selecting certain members from that team.
  

• Assign to me or assign the ticket to yourself as the assignee.

6. After the team is successfully selected, continue the ticket creation process until completion.

B. How to View Tickets Assigned to Teams via Filter  

To facilitate ticket management, you can filter the ticket list by Assignee by selecting a specific team or user, with the option to include tickets from each team member (include team members). This way, you can more easily find all tickets assigned to a particular entity or group. Here are the steps.

a. Filter Assigned Tickets through the ‘All Tickets’ tab

1. Go to the Tickets menu.
   
2. Click the “All Tickets” tab.
   
3. On the main Tickets page, click “All filters”.
   
4. Then click the dropdown in the Assignee column.
   

5. Then select the team to see tickets currently assigned to that team.
    
    

   - If you select a user in the Assignee filter and apply the filter, the results displayed will be all tickets that have the assignee you selected.
   - If you select a team in the Assignee filter, the following checkbox will appear. Enable this option to display all tickets that have been assigned to members within the selected team. If the option is not enabled, only tickets still assigned to the team (not yet assigned to specific members) will be shown.
   
    

6. Then click “Apply”.
   
7. The filtered team data will then appear on the next page.
    

b. Filter Assigned Tickets through the ‘Assigned to my team’ tab

1. Go to the Tickets menu.
   
2. Click the “Assigned to my team” tab.
   

3. This page displays the total of all open tickets from all available pipelines.
   

   If a ticket is assigned to a team member, the ticket will automatically appear on the member’s ‘Assigned to me’ page.
   

    

4. If you belong to one or more teams (for example, “Team A”), when you open the ticket list page and select the “Assigned to my team” filter, the system will display all tickets assigned to the teams you are a member of.
   

   If you download or export ticket data from the “Assigned to my team” page, the member information who is the Assignee will still be displayed in the data. In this case, you can monitor the status via the Properties > Upload / Download menu.

C. How to Assign Tickets to Teams When Editing a Ticket

1. Click “Actions” then select “Edit” on one of the created tickets.
   

   The above display is what you see when you open the Ticket page in “List view” mode. If you open it in “Board view” mode, click the ‘three dots’ icon below, then select “Edit”.
   

2. Then in the Assignee field, select the team you want to assign the ticket to.
   

3. Next, a pop-up notification will appear indicating that the Assignee has been successfully updated. 
   

4. Information related to the addition or change of the Assignee will also be recorded in the Activity Log. Through this section, you can see detailed activities, including who made the changes or additions to the Assignee. 
   

   Information about changes or additions to the Assignee will also appear in the notification panel as shown below.
   

That concludes the explanation on how to assign tickets to Teams in Mekari Qontak. Learn more about Ticket filters here.