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Assignment answers “who is working this?” Sharing answers “can the customer see this back-office ticket?” They are independent.

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Assign a person or team

On the ticket, set:
  • Assignee — the teammate currently working it
  • Assigned team — the team that owns the queue of work
You can set either, both, or neither. Clearing assignee returns the ticket to the team (or to unassigned). Assignment is recorded in history. It does not by itself change status. Many teams also move the ticket to In progress when they assign it.
Use assigned team when the next step is a function (Finance, Fraud), and assignee when a specific person has it. Both can be filled at once.

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Owner vs assignee

Tickets also store owner and owner team. Treat owner as the long-term accountable party (the customer’s account team) and assignee as whoever is working it this hour. Update assignment as work moves; change owner less often.

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Share a back-office ticket

Sharing is available only when:
  1. The ticket’s type is back-office, and
  2. The type has Allow sharing turned on
Then the ticket has a Shared switch. Turn it on to show customer-visible fields to the customer. Turn it off to keep the ticket internal.
If the type does not allow sharing, you cannot share an individual ticket. That is intentional for fraud and similar types. Change the type setting only if every ticket of that type may be shared.

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Created by

The teammate who created the ticket is stored as created by. Use it to find tickets you opened, not as a substitute for assignee.