Reassign Ticket
Last updated
Last updated
Re-assigning is the process of moving a ticket from one support agent to another. Re-assigning usually happens when a ticket could be better suited for another team member or another team or if it requires a follow-up.
In the team/inbox/unassigned tab, select and open the ticket. Then you will see a conversation chat, in the upper right corner, tap the 'option' button and select 'Reassign'.
You will see a list of the team members, select team members to receive tickets that will be reassigned. If the ticket is successfully reassigned, the Supervisor will no longer be able to reply to the ticket. However, Supervisor can still monitor the ticket on the team tab.
