Assign requests and add followers

Assigning a request gives it a clear owner. Adding a primary follower keeps a second person informed.

Assignee

The assignee is the one member responsible for resolving the request.

Assign a request

1. Open the request.

2. In Request properties, select Assignee.

3. Choose a workspace member.

The assignee gets a notification. If you reassign a request, the new assignee is notified.

Unassign a request

Open Assignee and clear the selection. The request appears in the Unassigned view.

Primary follower

A primary follower is a member who wants to stay informed about a request without owning it, such as a team lead, account manager, or the engineer fixing a bug.

1. Open the request.

2. In Request properties, select Primary follower.

3. Choose a member.

The member is notified that they've been added as a follower.

Move a request to another team

If a request belongs with a different team, for example a billing question sent to Support:

1. Open the request.

2. In Request properties, select Team.

3. Choose the new team.

The request moves to that team's queue. Check the assignee still makes sense for the new team.

Find your requests

Use the Assigned to me view in the Requests list to see everything you own.

Tips

• Every request should have an assignee once it's out of the New status.

• Assign by expertise or product area. Teams can list product areas to help with routing.

• Leave an internal comment when reassigning, so the new owner has context.