Assigning, Escalating & Closing Tickets

Convers8 gives teams a smooth workflow for distributing conversations, forwarding tickets, and resolving issues with just a few clicks. Below is a quick guide on how to assign a ticket, escalate a ticket to another agent, and close a ticket when the conversation is complete.

How to Assign a Ticket

Convers8 uses ticket assignment settings defined in your workspace’s configuration. By default, the system is set to manual assignment, meaning agents or admins choose which tickets to pick up. (See Ticket Settings under the Settings section for more details.)

🔄 Assigning a Ticket Manually

Navigate to Unassigned Tickets under the Tickets menu.

Select the ticket you want to take.

At the top of the ticket panel, click Pick Ticket.

Choose Yes when prompted.

✔️ The ticket is now assigned to you and moves into My Tickets under In Progress.

📤 How to Escalate a Ticket

If a ticket assigned to you needs to be forwarded to another agent — for expertise, workload balance, or internal workflow — you can escalate it.

🚀 Escalating the Ticket

Open the ticket currently assigned to you.

At the top, click the Escalate Ticket button.

A modal will appear where you can:

Select the agent you want to escalate to

Add a short reason for the escalation

Click Submit.

📧 The selected agent will receive an email informing them of the escalation.

✅ How to Close a Ticket

Once an issue is resolved and the conversation is complete, you can close the ticket.

🏁 Closing a Ticket

Open the assigned ticket.

Next to the Escalate button, click Close Ticket.

Confirm the action.

✔️ The ticket will be marked as Resolved and moved to the Resolved Tickets list.