The Reassign Tickets feature can be found under the Ticket Manager tab.
This feature is designed to allow users to mass update tickets.
The availability of this feature can be limited depends on the assigned permission level in the user's profile. Users may have the ability to reassign tickets or involve other users in the correct ticket workflow based on their permissions level.
Reassigning group contacts becomes particularly helpful when a user left the business, and then there is a new user assigned to take over the tasks left by their predecessors.
We can include the new user in the ticket workflow, allowing them to address outstanding tickets effectively, ensuring that the tickets are still attended to.
To find tickets to reassign click the “Reassign Tickets” button.
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.
Once you have completed your filters, click the grey 'Search' button.
The list of tickets you filtered will appear below. Use the tick boxes on the left side to choose which Tickets will be in your Reassignment.
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.
Resolvers: Reassigns the ticket to resolver within your 1Place.
Closer: Reassigns the ticket to closers within your 1Place.
Closed: Closes the ticket. This is an easy way to mass close tickets instead of doing them one-by-one.
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.