> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Assign and share tickets

> Put a teammate or team on a ticket, and share back-office tickets with the customer when the type allows it.

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

## 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](/guides/tickets/working/history). It does not by itself change status. Many teams also move the ticket to **In progress** when they assign it.

<Tip>
  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.
</Tip>

## 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.

## 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.

| Type category | Sharing                                                             |
| ------------- | ------------------------------------------------------------------- |
| Customer      | Always treated as shared. There is no switch to hide it.            |
| Back-office   | Off unless the type allows sharing and you enable it on the ticket. |
| Tracker       | Cannot be shared. The product blocks the switch.                    |

<Warning>
  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.
</Warning>

## 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.