How to assign a ticket to the analyst/analyst group

To assign a ticket to analyst/analyst group as follows.

Step 1: Go to the tab of the Help Desk module > click Open > click the ticket's checkbox > click the Bulk Operations > select Assign To Analyst or Analyst Group as follows.

Step 2: Choose an analyst or analyst group and click the Assign button.

If you want to promote a regular user to a help desk analyst, you need to assign this user to the HelpDesk Analyst role.

https://docs.pomdesk.com/pomdesk-product-library/configure-pomdesk/user-and-roles/how-to-configure-the-role-settings

If you need to create a new Analyst Group, please follow the below document.

https://docs.pomdesk.com/pomdesk-product-library/configure-pomdesk/helps-desk-settings/how-to-create-an-analyst-group