Multi-Assignee Tickets

Some issues need more than one person. Multi-assignee lets you add co-assignees to a ticket so the right people are looped in without losing clarity on who owns it.

What is multi-assignee?

Every ticket in FyneDesk has a primary assignee, the person responsible for driving it to resolution. Multi-assignee adds the ability to attach additional team members as co-assignees. Co-assignees can see the ticket in their personal views, contribute comments, and stay informed, without replacing the primary owner.

This is useful when a ticket requires input from multiple people, like a billing question that needs both a support agent and a finance team member, or a technical issue that spans two departments.

Primary assignee vs. co-assignees

There is always one primary assignee per ticket. The primary assignee is the person shown in the main "Assigned to" field and is the default owner. Co-assignees are additional team members who are involved but do not own the ticket.

The distinction matters for accountability: the primary assignee is responsible for resolution, while co-assignees are there to help or stay informed.

One primary, many co-assignees A ticket always has exactly one primary assignee (or none, if unassigned). You can add as many co-assignees as needed.

How to add a co-assignee

Open a ticket and look at the assignee section in the sidebar. After a primary assignee is set, you will see an option to add co-assignees. Select a team member from the dropdown to add them.

1 Open the ticket you want to add people to.
2 In the sidebar, find the assignee section. Make sure a primary assignee is already set.
3 Click the option to add a co-assignee and select a team member from the list.

The co-assignee is added immediately and will see the ticket in their personal ticket views.

Changing the primary assignee

If you change the primary assignee on a ticket and the new person is already a co-assignee, they are automatically promoted to primary. The previous primary assignee is demoted to a co-assignee, so they stay connected to the ticket without losing visibility.

If the new primary assignee is not already on the ticket, they are added as the new primary and the previous primary becomes a co-assignee.

Removing a co-assignee

To remove a co-assignee, open the ticket and find them in the assignee section of the sidebar. Click the remove option next to their name. Removing a co-assignee does not delete any comments or activity they contributed to the ticket.

Where co-assigned tickets appear

Co-assigned tickets show up in several places:

My Open Tickets — includes tickets where you are either primary assignee or co-assignee.
Dashboard "Mine" tab — the recent tickets section shows your co-assigned tickets alongside your primary assignments.
On Hold view — if a ticket you are co-assigned to is on hold, it appears in your "Mine" filter.
Ticket list — stacked avatar icons in the assignee column show all assignees at a glance.

Stacked avatars In the ticket list view, tickets with multiple assignees show stacked avatar circles. The primary assignee appears first, followed by co-assignees. This gives you a quick visual indicator of which tickets have a team working on them.

Activity tracking

All multi-assignee changes are logged in the ticket's activity history. You will see entries for when a co-assignee is added, removed, or when the primary assignee changes. This keeps a clear audit trail of who was involved and when.

Frequently asked questions

Is there a limit on co-assignees?

There is no hard limit on the number of co-assignees you can add to a ticket. In practice, most tickets have one to three co-assignees.

Do co-assignees see internal notes?

Yes. Co-assignees have the same visibility as the primary assignee. They can see all comments, including internal notes, on the ticket.

Can co-assignees change the ticket status?

Yes. Co-assignees can update the ticket status, add comments, and make changes just like the primary assignee. The primary designation is about ownership and accountability, not about permissions.

Do co-assignees get notified when they are added?

Yes. When you add a co-assignee to a ticket, they receive a notification so they know they have been looped in. Notification preferences can be managed in Profile Settings.

What happens if I remove the primary assignee?

If you clear the primary assignee, the ticket becomes unassigned. Any co-assignees remain attached to the ticket. You can then assign a new primary from the dropdown or promote one of the existing co-assignees.

Can I filter the ticket list by co-assignee?

Yes. The ticket list's assignee filter includes co-assigned tickets. If you filter by a specific team member, you will see tickets where they are either the primary assignee or a co-assignee.