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Reassign Tickets

This article explains how the Reassign Tickets feature allows users to mass update their tickets within 1Place.

Updated over a week ago

The Reassign Tickets feature is found under the Ticket Manager tab. It lets you update multiple tickets at once and assign them to the right people. Key uses include:

  • Reassign tickets when someone leaves the business, updating statuses or assigning new users as opener, resolver, or closer so tasks are picked up quickly.

  • Close outdated or resolved tickets in bulk to keep your system up to date.

Where can I Reassign Tickets?

  • To find tickets to reassign click the “Reassign Tickets” button.
    (note: if you are not a Super User, you may not have permission to access this. Reach out to your 1Place Super User or Administrator)

Search the tickets require reassignment

  • Click "Show Search" button at the top right of the page.

  • This will bring a drop down menu which will allow the user to filter and find specific tickets and groups of tickets.

  • Selecting a ticket category is mandatory. We recommend selecting the Status as well, so you can make sure you're working on the specific status' tickets only.

  • Once you adjusted your filters, click the grey 'Search' button.

  • The list of tickets you filtered will appear below.

Note:
you can only reassign tickets with statuses: Pending, Open, Resolved - If Closed tickets require to be re-opened, the closer needs to manually push back the status.

Reassign Tickets

  • Use the tick boxes on the left side to choose which Tickets will be in your Reassignment.


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  • Once you have chosen your tickets, click the green '+Reassign Tickets button.'

  • You will be shown four options on what/who to Reassign the ticket to:

  • Delegator: Reassigns the ticket to delegators within your 1Place - The ticket status will be set to Pending

  • Resolvers: Reassigns the ticket to resolver within your 1Place - The ticket status will be set to Open

  • Closer: Reassigns the ticket to closers within your 1Place - The ticket status will be set to Resolved

  • Closed: Closes the ticket. This is an easy way to mass close tickets instead of doing them one-by-one - The ticket status will be set to Closed

Note:

The statuses (Pending/Open/Resolved/Closed) referred to in the above are corresponding to this progress bar available on the ticket detail page on the admin portal:

Notify the involved Users

  • You are also able to choose who is notified about this (Creator, Opener, Resolver and Closer.)​

  • Click the green 'Save' button to update your tickets.

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