Assignment

Ticket assignments connect a ticket to the agents responsible for resolving it. A single ticket can have multiple active assignments simultaneously, allowing cross-team collaboration without losing ownership clarity.

Viewing assignments

Open any ticket’s detail page and look at the Assignments card in the right sidebar. Each current assignment is listed by agent name.

Assigning an agent

  1. Open the ticket detail page.
  2. In the Assignments card on the right sidebar, click the + button.
  3. In the dialog that appears, select an agent from the Agent dropdown.
  4. Confirm the selection.

The agent’s name appears in the Assignments card immediately, and an Assigned event is recorded in the activity timeline.

Multiple assignments
You can repeat this process to assign additional agents. Each click of the + button lets you add another agent, which is useful for escalations or cross-team collaboration.

Removing an assignment

  1. Open the ticket detail page.
  2. In the Assignments card, locate the agent you want to remove.
  3. Click the X button next to their name.

The agent is removed from the list and an Unassigned event is recorded in the activity timeline.

Unowned tickets
Auxilium does not prevent you from removing every assignment on a ticket. Make sure at least one agent remains assigned to avoid tickets with no owner.

When to use multiple assignments

Multiple assignments support several common workflows:

  • Escalation – assign a senior agent while keeping the original agent on the ticket for context.
  • Cross-team collaboration – assign agents from different teams who each need to contribute.
  • Handoff with overlap – add the new assignee before removing the old one so there is no gap in ownership.

Each assignment appears as its own entry in the Assignments card, and each addition or removal is tracked in the activity timeline with full attribution.