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

Reassigning a ticket is essential when collaboration or specialized expertise is needed to resolve an issue. Complex tickets may require escalation or input from multiple agents to reach a resolution.

For instance:

• A ticket might involve a specific skill set or knowledge that another agent possesses.
• A colleague may assign a ticket to you (or vice versa) to ensure the issue is addressed efficiently and effectively.

Reassignment streamlines collaboration, ensures tickets are handled by the most qualified agent, and improves the overall resolution process.