The Ticket Owner feature in SocialShield improves visibility and accountability by allowing users to identify who is currently responsible for a given Ticket. The Ticket Owner is not fixed to the original creator, but instead, can reflect the user who is actively managing or engaging with the Ticket.
Users can also filter Tickets based on the Ticket Owner. This will allow users to quickly identify which Tickets they are currently responsible for. While the creator of the Ticket will be automatically assigned as the Ticket Owner, it can also be updated manually when needed.
To update the Ticket Owner, the user should select the Edit button when viewing the Ticket.
From the Edit menu, the user can select the internal team member assigned to the ticket using the dropdown then clicking Update.
