Claiming
Ensure every ticket has a responsible staff member. Manual claiming, auto-assignment, and workload balancing.
New Ticket #142
A new support ticket has been created. Click below to claim it.
Topic
General Support
Status
Unclaimed
Support Bot — Claiming System
Clicked: Claim Ticket
Ticket #142 — Claimed by @Sarah
This ticket has been claimed and is now being handled.
Claimed By
@Sarah
Status
In Progress
Illustration only — actual interface and behavior may differ
From Open to Owned in Seconds
Claiming ensures every ticket has a clear owner from the moment it's created.
Ticket Opens
A new ticket is created and appears in the unclaimed queue, visible to all available staff.
Staff Claims
A staff member clicks the Claim button to take ownership. The ticket is now their responsibility.
Ownership Visible
Everyone can see who owns the ticket. No duplicate work, no confusion about who is handling it.
Claim Tickets
Staff click a button to claim a ticket. The ticket is marked as claimed and other staff can see who's handling it.
New Ticket #143
A new support ticket has been created.
Topic
General Support
Status
Unclaimed
Clicked: Claim Ticket
Ticket #143 — Claimed
This ticket is now being handled by @James.
Claimed By
@James
Status
In Progress
Illustration only — actual interface and behavior may differ
Auto-Assignment
Automatically assign tickets to available staff based on workload, online status, or round-robin distribution.
Ticket #156 — Auto-Assigned
This ticket has been automatically assigned based on staff workload.
Assigned To
@Maria
Reason
Least active (0 open tickets)
Strategy
Round-robin
Auto-assignment — Workload balanced
Illustration only — actual interface and behavior may differ
Even Distribution Across Your Team
Auto-assignment keeps your team balanced by distributing tickets evenly based on current workload.
Queue Management
View unclaimed tickets in a queue. Sort by age, topic, or priority. Ensure no ticket goes unanswered.
Ticket Queue Update
A staff member has finished their ticket. Next in queue is being assigned.
Ticket
#158
Assigned To
@James
Wait Time
3 minutes
Queue Position
Was #1
@James — Ticket #158 has been assigned to you from the queue.
Illustration only — actual interface and behavior may differ
User-Facing Claim Notifications
When a staff member claims a ticket, the user is immediately notified with the claimer's name and a confirmation that their issue is being handled.
Hi, I need help with my account settings.
Ticket Claimed
Your ticket is now being handled by a staff member.
Staff Member
@Sarah
Avg Response Time
~2 minutes
Rating
4.9 / 5.0
You are in good hands!
Hi Alex! I can see your account. Let me look into the settings issue for you.
Illustration only — actual interface and behavior may differ
Claiming by the Numbers
The impact of clear ticket ownership on your support quality.
0
Duplicate replies
45%
Faster resolution
3
Assignment strategies
100%
Tickets get an owner
Frequently Asked Questions
By default, only one staff member can claim a ticket at a time. You can configure whether unclaiming is allowed.
Claiming indicates ownership but doesn't restrict who can respond. All staff with access can still see and reply to the ticket.
Three strategies: round-robin (equal distribution), least-active (balanced workload), and online-first (prioritizes available staff).
Yes, you can require staff to claim a ticket before they can send messages. This ensures clear accountability from the first response.
Yes, claiming is available in both systems. Each can be configured independently with different strategies and requirements.
Related Features
Claiming works best alongside these capabilities.
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