Assign a customer service case

Assign a case to yourself or to another customer service agent.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

The Assign to me button is only visible if the current user has the customer service agent role and is not already assigned to the case.

Procedure

  1. Open the desired case.
  2. Assign the case to an agent.
    OptionDescription
    Assign the case to yourself. Click Assign to me.
    Assign the case to another agent. Select an agent in the Assigned to field.
    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.