Assign a case

Customer service agents and managers can open an unassigned case or a case that is assigned to another agent and assign the case to themselves.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

  1. Open the case.
  2. Click Assign to me.
    Note: This button is only visible if the current user has the agent role and is not already assigned to the case.
    The agent's name appears in the Assigned to field. If the agent also belongs to an agent group, the group name appears in the Assignment group field.