Takeover Ticket
Sometimes the supervisors might need to takeover tickets. Maybe it's because the agent is handling other tickets which causes the customer to wait too long or other problems. 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 reassign the ticket to yourself (Supervisor).
If the takeover ticket is successful, the ticket will move to the 'Inbox' tab Supervisor, as shown below.
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