When it’s time for someone else on your team to jump in and take case of a case, there are two ways to escalate, take, or transfer a case.
The first way to transfer cases is right from a case queue.
Check the box next to each case you want to transfer and then click the Reassign button to choose another department and/or colleague to transfer the case to.
The second way to transfer cases is right from within a case.
Click the current assignment up top where it shows who the case is assigned to and select another department and/or colleague to transfer the case to.
When a case is transferred, the rep receiving the case can be notified depending on their notification preferences.
Click into your preferences to adjust your notification settings so you can be notified in-app, on your desktop, and/or by email when a case is assigned to you.