Learn how to transfer tickets to another agent or team.
What Happens When a Ticket Is Reassigned?
When a ticket is reassigned, it is moved from one agent or team to another. The new agent assigned to the ticket can view all previous interactions and notes.
How to View Reassigned Tickets
- Click on the Tickets tab in the Engage navigation menu.
- Use the filter options and select Reassigned Tickets.
- Click on a ticket to view its full history and previous agent actions.
Managing Reassigned Tickets
- Always review the conversation history and internal notes before responding.
- If you need additional context, check the ticket log for past actions.
- If the reassignment was incorrect, reassign the ticket back to the correct team.
What Happens When a Ticket Is Set to Pending?
A ticket is marked Pending when an agent is waiting for:
- A customer’s response to a query.
- Additional information from another team.
- A scheduled follow-up (e.g., call back, investigation).
How to View Pending Tickets
- Go to the Tickets tab.
- Use the filter options and select Pending Tickets.
- Click on a pending ticket to review its details.
Managing Pending Tickets
- Follow up regularly on pending tickets to avoid unnecessary delays.
- Pending tickets will automatically close after the configured amount of time or remain in a pending state indefinitely if no response is received (this is customisable per team).
- If a customer responds, the ticket will automatically reopen, and the agent can take action.