---
title: How do I reassign a ticket in Engage?
description: Learn how to transfer tickets to another agent or team.
---
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# How do I reassign a ticket in Engage?
## 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**
1. Click on the **Tickets** tab in the Engage navigation menu.
2. Use the **filter options** and select **Reassigned Tickets**.
3. 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**
1. Go to the **Tickets** tab.
2. Use the **filter options** and select **Pending Tickets**.
3. 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.
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