Takeover Ticket

Sometimes the supervisors might need to takeover tickets. Maybe it's because the agent is handling other tickets which causes the customer to wait too long or other problems. A supervisor can take over a ticket using the 'reassign' button or 'batch reassign' button to yourself.

For example, on the dashboard page select a ticket and click the reassign button. Then, you will see a pop-up of reassign ticket and you can do a takeover ticket by reassign the ticket to yourself (Supervisor).

Pop up Takeover Ticket

If the takeover ticket is successful, the ticket will move to the 'Inbox' tab Supervisor, as shown below.

Supervisor's Inbox Tab