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.
