# 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.

<figure><img src="/files/7R0sz975VIOmSKrgd5n1" alt=""><figcaption></figcaption></figure>

3. In the pop-up, select the specific department and/or agent that you want to assign the ticket to and click *Assign*.&#x20;

<img src="/files/el4Hw7TDF2uMBUqQlo9S" alt="" width="563">

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.

<figure><img src="/files/j0mZpTaHUdkW4bQZOGiu" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="/files/gSWQUUIt0Z7TohFmRM7K" alt=""><figcaption></figcaption></figure>

Tickets can also be reassigned from within the chat view:

<figure><img src="/files/d4AxHgFqbNayw1QHJjmc" alt=""><figcaption></figcaption></figure>

## 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.&#x20;
2. Click the *Close* button.

<figure><img src="/files/D9UocUt2kJdpzTPzj55r" alt=""><figcaption></figcaption></figure>

3. Complete the information on the pop-up and click *Close*.

<figure><img src="/files/G9KDJujF26aOZdArMeyc" alt="" width="563"><figcaption></figcaption></figure>

4. You can close multiple tickets at once by selecting the checkbox next to each and using the *Close* button at the top right.

<figure><img src="/files/oxTxIgG8S8b9xXtcskLp" alt=""><figcaption></figcaption></figure>


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