Assign a ticket

Every ticket has an assignee. The assignee is the person currently responsible for moving the ticket forward. PropLink's notifications, dashboards and SLA reporting all key off the assignee.

How a ticket gets its first assignee

Three ways:

1. Routing rules assign automatically based on category, priority or sender. Most tickets get their first assignee this way.
2. Self-assignment — a duty officer claims the ticket from the unassigned queue.
3. Manual assignment — an administrator picks an assignee.

If no rule matches and no one claims, the ticket sits in the unassigned queue.

Reassign a ticket

1. Open the ticket.
2. Click the Assignee field at the top.
3. Pick the new assignee from the user list.
4. Optionally add a handover note.
5. Save.

The previous assignee is notified. The new assignee is notified. The ticket history records the change.

Assigning to a team

Tickets can be assigned to a team rather than an individual:

1. Open the ticket.
2. Click Assignee → Team.
3. Pick the team (Maintenance, Accounts, Operations).
4. Optionally pick a primary owner within the team.

Team-assigned tickets appear on every team member's dashboard. Anyone on the team can pick up the ticket.

Assigning across sites

A user's assignment scope follows their access scope. You cannot assign a ticket on Acacia Avenue to a manager scoped only to Beech Road. The dropdown filters to eligible users.

To override (a senior user without site scope handling an escalation), use Assign with override, which adds a note to the audit log.

Watching a ticket

Anyone interested in a ticket can watch it without owning it:

1. Open the ticket.
2. Click Watch.
3. You receive notifications on every update without the ticket appearing on your dashboard.

Useful for managers monitoring escalations or for compliance staff watching antisocial behaviour cases.

Reassignment when staff leave

When a user is deactivated, their open tickets need a new owner:

1. PropLink prompts for a successor when the user is deactivated.
2. Tick Reassign all open tickets and pick the successor.
3. Each ticket gets a new assignee with a system note explaining the reassignment.

If you forget, open tickets remain assigned to the deactivated user but are listed under Tickets → Unowned for triage.