> For the complete documentation index, see [llms.txt](https://guides.clickatell.com/chat-desk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.clickatell.com/chat-desk/supervisor-desk/manage-chat-queues-supervisor-desk/assigning-and-routing-tickets.md).
# Manage tickets
## Assign tickets
Supervisors can ensure that all tickets are attended to in a timely fashion by assigning/reassigning tickets to agents.
1. In the *Unassigned* tab, hover over the ticket you want to assign to a specific department or agent.
2. Click the *Assign* button.
3. In the pop-up, select the specific department and/or agent that you want to assign the ticket to and click *Assign*.
The selected department may subsequently apply the [routing logic](/chat-desk/chat-desk-dashboard/settings/chat-desk.md#live-chat-routing) within that department. If a specific agent is selected, the agent will receive the ticket in their roster view as a new chat. The ticket will be removed from the Supervisor's *Tickets* tab.
{% hint style="warning" %}
You cannot assign a chat to a department where no agents are available to receive the chat.
{% endhint %}
4. You can assign multiple tickets to the same agent by selecting the checkbox next to each and using the *Assign* button at the top right.
5. To reassign a ticket, go to the *Assigned* tab, hover over the ticket you want to reassign to another agent/department, and click the *Reassign* button.
Tickets can also be reassigned from within the chat view:
## Close tickets
Supervisors can close an assigned or unassigned ticket. Closing a ticket moves it to the *Closed* status for both Supervisor and Agent and prevents anyone from responding to the ticket.
1. In the *Tickets* tab, hover over the ticket you want to close.
2. Click the *Close* button.
3. Complete the information on the pop-up and click *Close*.
4. You can close multiple tickets at once by selecting the checkbox next to each and using the *Close* button at the top right.