Takeover Ticket
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Depending upon how you manage incoming support requests, tickets may be automatically assigned to available agents. If you manually evaluate and assign tickets, then assigning yourself to a ticket is as simple as selecting the ticket assigned.
In the team/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 member, assign the ticket to yourself. If the ticket is successfully takeover, the ticket will move to the inbox tab of supervisors and then, the supervisor can handle the ticket.
