Introduction

When people change roles, tickets need to follow. Reassign lets you move tickets to the right person or close them in bulk, so nothing falls through the cracks.

When to Reassign Ticket

A team member leaves and their tickets need a new owner.
A centre manager changes – existing tickets don't move to the new manager automatically.
You want to close a batch of old or completed tickets in one go.

Open Reassign Ticket

Click Tickets in the top menu.
Click Reassign Tickets at the bottom of the dropdown.

Good to know

Don't see the Reassign tab? Your profile doesn't include it – ask your 1Place Super User.

Find the tickets

The page opens with results already showing and the filters open. A Ticket Category is selected by default, because tickets you reassign together must come from the same category.

Use any of the filters to narrow the results. For example, select a person in Users to find their tickets, or pick a date in Created Date or Due Date.
To find one specific ticket, enter its number in Ticket No. The category filter is cleared for you.
Click Search to update the results.

Reassign the tickets

In Reassign tab, search and tick the tickets you want to move.
Click Reassign above the register.
Select the person you want to reassign the ticket/s, add a comment if needed.
Tick who to notify.
Click Reassign.

💡 Tip

Someone leaving? Filter by Users to see all their tickets, then reassign them category by category.
To reassign several tickets at once, they need to come from the same category – that's why a category is selected by default.

Good to know

You can reassign tickets that are Pending, Open or Resolved. To reopen a Closed ticket, the closer needs to move it back.
Reassigning keeps the original creator.
You can reassign a ticket to Open without choosing a resolver.
Changing a centre manager (or a group contact) doesn't reassign their existing tickets – use Reassign to move them.

• Ticket Register: My Tickets and All Tickets

• Ticket Categories: set up how your tickets work

• Group Contacts