Agents will generally work out of queues that automatically assign issues to them. However, sometimes you might need to manually assign issues to agents.
Both administrators and agents can assign issues.
To assign an issue to an agent:
From your service desk project, go to Queues.
Find the issue you want to an agent to.
Select the Assignee field for the issue.
Enter the agent’s name, or Assign to me to assign the issue to yourself.
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