Responsible agents are chosen for each ticket depending on the department where the ticket has been allocated. A responsible agent can either assign the ticket to themselves or the ticket can be assigned to them by a responsible manager. All the assignments and operations will be reflected in the ticket audit.

It is possible to assign the agents using internal interface of a ticket or choosing a ticket from the ticket list from the Help Desk system main view.

After this, the ticket will be reserved for a particular agent and it will be displayed in the corresponding list of his tasks.

The agent can be substituted by another agent, while working on the ticket. All the operations completed by agents are recorded in the Audit.