Ticket Assignment (Manual)

This guide explains the manual ticket assignment process in the Infraon Infinity platform. In this process, the Admins or the Service Desk team assign tickets by selecting the appropriate team, expertise, level, and technician. The ticket is then directly assigned to the selected technician.

Start with the following steps:

Step 1: Hover over the ticket and click on the “Assign To” option.

Step 2: A new pop-up window will appear where you can specify ticket ownership and handling.

Select the target “Team” responsible for the ticket and the appropriate Expertise group. Determine the ticket's priority “Level,” indicating the required skill tier within the designated team. Finally, choose the specific technician or the “Assignee” who will be assigned to address the ticket.

Click on Submit to finalize the assignment.

The ticket is now assigned to the selected technician.

This concludes the guide on manual ticket assignment in the Infraon platform.