Helpshift does not allow you to explicitly unassign an Issue once it’s been assigned to you. However, you may need to ‘unassign’ an Issue from yourself in the following scenarios: End of Shift: ...
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How can I make sure Issues aren’t assigned to an Agent who is sick, taking a break, or otherwise unavailable?
There are two ways you can track when Agents become unavailable to ensure Issues are not assigned to them during that time: Option 1: Allow your Agents to manually mark themselves as available or away...
How do I limit the number of Issues Agents are assigned?
If you use Automations for Workflow Management to assign Issues to Agents during their working hours, you may want to consider setting a limit on the number of new Issues that can be assigned to tho...
Guide: Workflow Management
This guide is designed to walk you through setting up key workflow management features so that when a new Issue comes into your Dashboard, it will automatically be properly categorized and prioritized...
How do I assign an Issue to myself or another Agent?
You can assign individual Issues to yourself, a Queue, or any other team member in your Dashboard from the Issue detail page. When you open an Issue, you will see an ‘Assignee’ Section in...