Reassigning Tickets
Reassign or forward tickets to another employee with comments and documented handover.
Tickets can be reassigned or forwarded to another employee when the original assignee cannot complete the work or when it belongs to a different team.
How to Reassign a Ticket
- Open the ticket details
- Click Actions
- Select Reassign / Forward Ticket
- Select the new employee from the dropdown
- Add a comment explaining the reason
- Check Work Notes if the handover note is internal
- Click Reassign / Forward
Information Captured During Reassignment
| Field | Description |
|---|---|
| Assign To | New employee taking ownership |
| Comment | Reason for reassignment or handover notes |
| Work Notes | Mark as internal note if needed |
When to Reassign a Ticket
- Ticket belongs to a different department or team
- Original assignee is unavailable
- Ticket requires a different skill or expertise
- Work is being split between multiple team members
After Reassignment
- Ticket ownership updates to the new employee
- Reassignment is recorded in the Activity Timeline
- New assignee is notified
- Previous assignee's work notes remain in the ticket
Always add a clear comment when reassigning a ticket so the new assignee understands the current status, what has been done, and what still needs to be completed.