Last updated: 14 July 2021
Put the best person on the case.
As support staff receive tickets through your chatbot, they may realise one of their colleagues would be better suited to answer. The following steps allows them to forward a ticket along.
Step 1: Find your ticket
Go to Service → Ticketing
At the top of the page, click Tickets.
Find the ticket you would like to forward and click View.
Step 2: Forward the ticket
Inside the ticket page, at the top of the page, click Forward.
A pop up should appear, with a dropdown of various team members to whom you can forward the ticket.
Select the person and hit Forward.
What happens when a ticket is forwarded?
Your colleague will be alerted of their new ticket via an email. The ticket will also appear in their list of tickets. Finally, as they view the ticket, it will be marked as assigned to them.