Takeover Ticket

Sometimes the supervisors might need to takeover tickets. Perhaps the agent is preoccupied with other tickets, causing the customer to wait excessively long or encounter other issues that require Supervisor attention. 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 reassigning 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