Helpdesk · Daily operations · 10 min read

Assign, transfer and share a ticket with another team

Assign a ticket to an agent, hand ownership to another team with acceptance, return it, and add a collaborating team.

Before you begin

Assigning, transferring and adding collaborators are done by the owning side. Know which of three things you need:

• Assign: another agent of the same team works it.
• Transfer: another team owns it from now on.
• Collaborate: another team helps, and you stay the owner.

Assign to an agent

1. Open the ticket and press Assign.
2. Choose the Agent. They must be a member of the owning team: 'That person is not a member of the team.'
3. Add a Note if you want, for example Covering for leave.
4. Press Assign.

The History records "Assigned (manual)" with your note, and the new agent gets a notice. Moving the ticket to another team here is refused: 'Moving a ticket to another team is a transfer, so it can be accepted and logged as one. Use Transfer team.'

Transfer to another team

1. Press Transfer Team.
2. Choose the Target team. It must be active and different: 'The ticket is already with that team. To change the agent, assign it.'
3. Optionally choose a Target agent, who must be a member of the target team.
4. Choose the Reason: Wrong team, Specialist required, Product expertise, Field visit required, Billing issue, Warranty issue, Management request, Geographic responsibility, After-hours coverage or Other.
5. Add Notes if useful.
6. Choose the SLA treatment (below).
7. Leave Keep collaborating teams on, or switch it off to remove every collaborating team when the transfer completes.
8. Press Transfer.

SLA treatment

How acceptance works

The receiving team's setting Transfers into this team decides:

• Accepted automatically: the team owns the ticket at once. The agent comes from the team's method, or is the one you named. The previous team is kept as Previous Team.
• A team member accepts: the ticket stays with you. A banner says "Transfer to FS is waiting to be accepted" and the card shows Transfer pending. Members of the receiving team see Accept and Reject. A second transfer is refused: 'A transfer is already waiting to be accepted. Cancel it first.'
• The manager approves: only the receiving team's leader or manager can accept or reject. The Approvals tab shows it. A plain agent sees no button: 'Only the receiving team manager can accept or reject this transfer.'

Accepting needs helpdesk.transfer.accept. Nobody on your own team can accept for the receiving team. The standard agent role does not hold that permission, so give it to leaders and managers.

To reject, press Reject and give a reason: 'Say why the transfer is rejected.' The ticket stays with the requesting team and the clock resumes. The requesting team can press Cancel transfer, which is logged as "Withdrawn by the requesting team."

Return to the previous team

1. On a transferred ticket, open More > Return to previous team.
2. Write What was done, for example Site visit done, part replaced.
3. Press Return.

The ticket goes back to the previous team and, if still a member, to the previous agent. If that team is no longer active: 'The previous team is no longer active; transfer it instead.'

Add a collaborating team

1. Open More > Add collaborating team.
2. Choose the Team. It cannot be the owning team: 'That team owns the ticket already.'
3. Press Add.

The collaborating team can see the ticket, reply, write notes, create tasks and update technical details. The ticket shows "You are helping as a collaborating team." to that team. Its leaders are notified. If a collaborating team later receives the ticket by transfer, it stops being a collaborator.

Good to know

• Every step above adds a row to the History tab, which you can read with helpdesk.history.
• Escalation can also add collaborators or move the ticket. See Escalate a ticket.
• Inactive teams cannot receive transfers: 'That team is not active.'