Reassign Ticket

A Ticket reassign happens when a ticket, originally assigned to one agent, is assigned again to another agent. It could happen because the ticket doesn’t fall under the first agent’s expertise or the original agent is unavailable. A Supervisor can reassign tickets using the 'Reassign' button or 'Batch Reassign' button.

Then what is the difference between the reassign button and the batch reassign button? The reassign button can be used when you are going to reassign a ticket one by one to agents, while the batch reassign button can be used when you are going to reassign multiple tickets to agents.

For example, in the dashboard, you can select a ticket and click the 'Reassign' button ( ). Then, in the pop-up to reassign ticket, select team member and click the 'Reassign' button as shown images below.

Pop-up Reassign Ticket

After the ticket has been reassigned to the team member, supervisors can monitor the ticket on the Team tab.

Supervisor's Team Tab

And then, ticket that has been reassign to team member will go to the inbox tab of team member as shown in the image below.

Agent's Inbox Tab