Ticket can be reassigned (transferred) from one agent to another during it’s llifecycle. The reasons for this can be various, such as the agent being inexperienced in particular field, customer requesting another agent, agent’s unavailability and many others.
Reassigning tickets isn’t recommended as it can be quite time consuming for agents. Also the customers may not be happy about being thrown between agents. In case of too many reassigns on the same ticket.Back to Glossary
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