Why would I want to re-assign a ticket to another agent?

Reassigning a ticket is crucial when resolving an issue requires collaboration, escalation, or specialized expertise. It ensures the ticket is handled by the most qualified agent, leading to faster and more effective resolutions.

Here are some common scenarios:

• The ticket requires a specific skill set or knowledge that another agent specializes in.
• A colleague may assign a ticket to you (or vice versa) to ensure the issue is resolved more efficiently.
• Escalation is necessary to address complex or high-priority cases.

By reassigning tickets strategically, you streamline collaboration, improve team efficiency, and provide a better overall experience for your customers.