Assigning a ticket puts it in My Queue on the dashboard and is how you take ownership of it. Closing or escalating a ticket you have not assigned will quietly assign it to you first, so assigning is not a hard gate, but working a ticket you have not claimed is a good way to lose track of it.

Assign

  1. Select a ticket in the Incidents list on the dashboard.
  2. Find the Assignee row near the top of the ticket. It reads Unassigned.
  3. Select Assign to me.

You get a confirmation reading Ticket added to your queue, and your avatar and username replace Unassigned.

Hand a ticket back

  1. Open the ticket.
  2. Select Unassign on the Assignee row.
  3. A dialog asks Unassign this ticket? and explains: It will go back to the open queue for someone else to pick up.
  4. Select Confirm.

Any progress you made on the underlying systems is not undone by unassigning. The ticket simply returns to the open queue.

The duplicate-target warning

If you assign a ticket that targets the same person as another open ticket already in your queue, a warning appears telling you which other ticket it is, and that lock state may be shared between the two.

This is worth reading rather than dismissing. Two tickets about the same account can interfere with each other: unlocking the account for one of them can satisfy the other at the same time, which makes it look like a ticket resolved itself.

What “Fix Applied” means

While a ticket is open you may see a green Fix Applied badge next to the priority. It means the work needed to resolve this ticket appears to be done and you can close it for the points.

The badge only ever appears on a ticket you have assigned to yourself. That is deliberate: actions you take for one ticket can otherwise look like progress on an untouched one.

On the free plan

The free plan allows five ticket completions per day, and the limit is checked when you assign, not when you close. If you have already used the day’s allowance you get the limit screen instead of the ticket entering your queue.

Tickets you assigned today and left unfinished count against the day’s allowance too. See Daily limits and when they reset.