Assigning and departments

Two different things decide who deals with a request: who it’s assigned to (one person) and which department it belongs to (an area of the business).

Assign to a person

In the request detail, Assigned to lists your team members. Pick one and the card shows their icon on the board, so nobody picks it up twice.

Assigning does not notify the requester and does not change the status. It’s an internal signal.

Set the department

The department appears in the request header — General, Quality, Support, Commercial, and whatever else your organisation uses. It determines which team members work with the request, because Team Members are each assigned to one or more departments.

Requesters can only send to departments allowed for them, via Department Visibility under Users.

Caution

Assigning without setting the right department causes the most common confusion: the request is visibly someone’s job, but people in the department who should see it don’t. Set both.