Sometimes, you may be assigned a ticket that another colleague must handle. For example, this could happen if you are assigned too many tickets to handle or someone else is an expert in the topic. Or maybe the ticket needs to be escalated to a higher-level colleague. In this case, you can transfer the ticket.

Select the Transfer option in either Your current chats options or in the Conversation Thread options.

A Transfer Chat window will open.

Select the agent to transfer the ticket to and enter any notes you want to tell the agent, then click Transfer.

Once the chat is transferred, you will see a notification in the chat window.

The agent to whom the message is transferred will get a notification and see the chat thread and any notes entered.

When a ticket is transferred to another agent, the initial agent no longer sees it in their current chats. Instead, it will be seen by the new agent in their current chats.