What To Know
- Monitor the progress of the ticket or task after the ownership change to ensure smooth transition and timely completion.
- This allows you to select multiple tickets or tasks and change their ownership in a single operation.
- How can I view the history of ownership changes for a ticket or task.
Managing your Zendesk account efficiently often involves assigning ownership of tickets and tasks to the right individuals. Understanding how to change owner on Zendesk is crucial to ensure seamless collaboration, accountability, and efficient workflow. This comprehensive guide will provide step-by-step instructions and best practices for effectively transferring ownership within your Zendesk instance.
Identifying the Need for Ownership Change
Before delving into the technicalities of changing ownership, it’s essential to understand when such a change is necessary. Here are some common scenarios:
- Workload Distribution: When a team member becomes overloaded with tasks, reassigning ownership can balance the workload and prevent burnout.
- Team Restructuring: As teams evolve, ownership responsibilities may need to be adjusted to reflect new roles and responsibilities.
- Absence of Owner: In case of extended absences or employee departures, ownership needs to be transferred to ensure continuity of work.
- Improved Collaboration: Changing ownership can facilitate cross-team collaboration by assigning tasks to individuals with specific expertise or availability.
Step-by-Step Guide to Changing Ownership on Zendesk
1. Access the Ticket or Task
Navigate to the ticket or task for which you want to change ownership. This can be done by searching for the ticket number or using the task list view.
2. Open the Ticket or Task Details
Click on the ticket or task number to open its details page. This will display all relevant information, including the current owner.
3. Locate the “Owner” Field
Scroll down to the “Owner” field. It will typically be located in the header section of the ticket or task details page.
4. Select the New Owner
Click on the current owner‘s name to open a drop-down menu. From the list, select the new owner to whom you want to transfer ownership.
5. Save the Changes
Click the “Save” button at the bottom of the page to confirm the ownership change. The ticket or task will now be assigned to the new owner.
Best Practices for Changing Ownership
- Communicate Clearly: Inform both the previous and new owners about the ownership change. This ensures transparency and avoids confusion.
- Provide Context: When reassigning ownership, provide a brief explanation of the reason for the change. This helps the new owner understand the context and prioritize the task accordingly.
- Set Clear Expectations: Discuss with the new owner the expected timelines, deliverables, and any relevant instructions.
- Track Progress: Monitor the progress of the ticket or task after the ownership change to ensure smooth transition and timely completion.
- Use Automation: Consider using Zendesk’s automation rules to automatically assign ownership based on specific criteria, such as ticket priority or type.
Advanced Ownership Management
1. Bulk Ownership Change
For large-scale ownership changes, Zendesk offers the “Bulk Edit” feature. This allows you to select multiple tickets or tasks and change their ownership in a single operation.
2. Custom Roles and Permissions
Zendesk allows you to create custom roles and permissions to fine-tune ownership management. This enables you to restrict certain actions to specific users or groups.
3. Ownership History
Zendesk maintains a history of all ownership changes for each ticket or task. This provides an audit trail and helps you track ownership transfers over time.
Key Points: Empowering Ownership for Efficient Zendesk Management
Understanding how to change owner on Zendesk is a fundamental skill for effective account management. By following the steps outlined in this guide and adhering to best practices, you can ensure seamless ownership transfers, optimize workload distribution, and enhance collaboration within your team. Remember, effective ownership management is the key to unlocking the full potential of your Zendesk instance.
Information You Need to Know
1. Can I change ownership for multiple tickets or tasks at once?
Yes, you can use the “Bulk Edit” feature for bulk ownership changes.
2. What permissions are required to change ownership?
By default, only agents with “Edit” permissions can change ownership.
3. Can I create custom notifications for ownership changes?
Yes, you can set up triggers to send notifications when ownership is changed.
4. How can I view the history of ownership changes for a ticket or task?
Click on the “History” tab within the ticket or task details page.
5. Can I restrict certain users from changing ownership?
Yes, you can configure custom roles and permissions to control ownership management privileges.
