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Admins can assign a ticket to teammates, work roles, or both.
1

Open a ticket

Select the conversation in Inbox.
2

Choose an assignment

Open Assign and select one or more people or work roles.
Assignments appear in the ticket timeline and in the Assigned Inbox folder. When a ticket has an assignment, customer replies are limited to:
  • Assigned teammates
  • Members of assigned work roles
  • Admins
  • The workspace owner
Other teammates can still read the ticket and use private team chat.
Work roles are managed from Team and are separate from Admin or Moderator access.