# Transferred Ticket

A ticket transfer allows you to transfer some or all of your tickets from your group to another group. It could happen if the customer case is in a different case group. After the ticket has been transferred, the ticket will move to the **transferred** tab. Supervisor or Agent transferred tickets using the 'transfer' button or 'batch transfer' button.

Then what is the difference between the transfer button and the batch transfer button? The **transfer** button can be used when you are going to transfer a ticket one by one to another group, while the **batch transfer** button can be used when you are going to transfer multiple tickets to another group

For example, in the dashboar&#x64;**,** you can select a ticket and click the **'Escalate'** button ( <img src="https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MOVZttXY06lCOL80wbs%2F-MOVarxd7lu6GChhBdaS%2FReassign%20Button.PNG?alt=media&#x26;token=f5679f73-e54c-407f-82c0-568022abd7f3" alt="" data-size="original"> ). Then, in the pop-up to transfer ticket, select group, and click the transfer button as shown images below.

![Pop-up Transferred Ticket](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNQidQwa-0K9_KnQpoc-1386589149%2Fuploads%2FLjPHWqGnjxNwJk8bxuhk%2FPopup%20Transfer%20Ticket.png?alt=media\&token=f445f8b0-7cfb-4fd6-ac98-09ab80a0f4f8)

You can also select a team member from the group to accept your ticket transfer. When you click on the 'escalate' button then, a pop-up will appear to transfer tickets, where you can select team members in the intended group by clicking the 'filter' button on each group. Select a team member from the group in the reassign section by clicking the 'reassign' button as shown below.

![Filter Member when Transfering Ticket](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNQidQwa-0K9_KnQpoc-1386589149%2Fuploads%2FnHpbLzAiBQSNOOxPo9TW%2FFilter%20Member.png?alt=media\&token=65cff537-eefb-43c9-84cf-46fcf130f901)

{% hint style="info" %}
To receive tickets that have been transferred, make sure a supervisor or agent in another group is available and make sure the rule channel for another group in rule management has been added.
{% endhint %}

After the ticket has been transferred to another group, the Agent can’t reply to the message from the customer again. But, Agent can still view the ticket on the **Transferred** tab.

![Agent's Transferred Tab](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNQidQwa-0K9_KnQpoc-1386589149%2Fuploads%2FHhJn2zMeB7O9qMpxPbfR%2FTab%20Transferred.png?alt=media\&token=25948734-bdd7-46f8-a88c-c7229bdaeedb)

{% hint style="info" %}
The agent's name who will be responsible for the ticket will appear on the ticket card when the ticket is transferred.
{% endhint %}

Then, in the other group (example: Product group), the ticket will be distributed automatically to the available agents. If there is no agent available, the ticket will be entered in the **Unassigned** tab of the Supervisor.

![Another Group Supervisor's Unassigned Tab](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNQidQwa-0K9_KnQpoc-1386589149%2Fuploads%2F71MpZRlthLL1PACgttZd%2FUnassigned%20Tab%20Supervisor.png?alt=media\&token=27d6dd6e-54fd-4ffb-92cf-a1a084d041cd)

If the ticket is not successfully transferred, It could happen because of one following reasons:

1. Agent or Supervisor on other group is not available (offline) on omnichannel. Please, follow this step:
   * Login as an Agent or Supervisor.
   * If you log in as an Agent, please change the status to Available.
2. Agent or Supervisor was not available on the rule channel.
3. Rule channel not available. (Note: for case number 2 and number 3 please refer to document ['Rule Management'](https://docs.3dolphins.ai/5.1.x/customer-service/rule-management) page).

If an agent is available in the group, the ticket will be automatically assigned to that agent as a new ticket.

![Operator's Inbox Tab](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNQidQwa-0K9_KnQpoc-1386589149%2Fuploads%2FvtliKwLqwWPPmDNzal7W%2FClaim%20Ticket%20Transfer.png?alt=media\&token=04d94f4e-9e3d-4100-aebe-5fd2d7b217e6)