[ITSM | How-to] Manually Escalating & Reassigning Tickets in AssetSonar

Published on March 19, 2026

Last updated on May 18, 2026

Farhad Hassan
1 minute

Table of Contents

Why It Matters

When a frontline agent hits a roadblock, they need a fast way to pass the issue to a senior technician or specialized group without losing the existing troubleshooting history.

How to Set It Up

Access the Ticket: Navigate to Assistance → Tickets and open the ticket that requires higher-level support.
Locate the Assignment Field: Look at the sidebar on the right and ensure you are on the Overview tab. Locate the Assigned to field within the ticket details panel.
Reassign the Ticket: Click the + icon. From here, you can select a senior technician or a specialized support group, such as “Tier 2 Support.”
Handover Details: Remove the original assignee if they are no longer needed, and add an Internal note explaining what has already been tried to give the next agent a head start.

Next Steps

Escalate a test ticket to a secondary support group and check with a member of that group to ensure they received an assignment notification and can see your Internal handover note.

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Farhad Hassan

Sr. Technical Writer, EZO

Farhad Hassan is a seasoned technical writer and content specialist with over a decade of experience turning complex systems into clear, actionable resources. At EZO, he focuses on creating support articles across the company’s full product suite — including EZO, EZRentOut, EZO CMMS, and AssetSonar — helping businesses manage assets, streamline maintenance, optimize IT tracking, and scale efficiently. He specializes in simplifying complex workflows — whether it’s asset lifecycle management, equipment rentals, preventive maintenance, or IT asset compliance. Farhad believes great support content should not just answer questions, but empower users to unlock the full potential of their tools.