Assigning tickets
New requests go to the account owner; reassign from the ticket sidebar.
New tickets are assigned to the account owner by default when the help center has an owner. That keeps the inbox clear when you are the only person on the help center.
If you have teammates, open a ticket and use Assignee in the sidebar to hand it to someone else. Unassigned is still available when you need the whole team to see it.
On Orstrax-owned help centers, Orstrax staff can reply to customers and appear in the assignee list. On merchant-owned centers, only that help center’s team can reply and be assigned.
Change the default under Settings → Support (always one person, round robin, or leave unassigned).
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